jetcareers - View Single Post - Airline

Minnesota_Flyer · August 31st, 2004, 15:58

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But the thing is that even if it costs money NOW to help satisfy a customer, it will likely save it in the long run. One bad experience and that person will tell 100 people, a good experience and they will tell 3 or 4 people. You don't need 100 people getting a bad opinion of your company. It might not be quite the same thing in this type of biz, but in most, it pays off for you more to keep one customer happy then it does to save your company dollars and let them tell 100 people how bad your company is.

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Exactly!! One disgruntled customer can do tremendous damage to a company's brand just by telling his friends (who will tell their friends) about his experience, no matter how unreasonable he may be. I once read a study which concluded that, on average, it costs about 3-5X as much to get a new customer as it does to retain an existing customer. It is worth it to keep the customer happy, even if he seems to you to be behaving unreasonably.

Customers aren't always going to be right, but if you want to stay in business for the long term, you better figure out how to treat the customer as if he is always right.

MF

August 31st, 2004, 15:58	#30
Minnesota_Flyer Old Skool Join Date: Mar 2004 Location: the Twin Cities of Minneapolis and St. Paul Posts: 2,020	Re: Airline - Quality service and ticket prices [ QUOTE ] But the thing is that even if it costs money NOW to help satisfy a customer, it will likely save it in the long run. One bad experience and that person will tell 100 people, a good experience and they will tell 3 or 4 people. You don't need 100 people getting a bad opinion of your company. It might not be quite the same thing in this type of biz, but in most, it pays off for you more to keep one customer happy then it does to save your company dollars and let them tell 100 people how bad your company is. [/ QUOTE ] Exactly!! One disgruntled customer can do tremendous damage to a company's brand just by telling his friends (who will tell their friends) about his experience, no matter how unreasonable he may be. I once read a study which concluded that, on average, it costs about 3-5X as much to get a new customer as it does to retain an existing customer. It is worth it to keep the customer happy, even if he seems to you to be behaving unreasonably. Customers aren't always going to be right, but if you want to stay in business for the long term, you better figure out how to treat the customer as if he is always right. MF