Customer surveys can have a critical impact on the reputation of a company and its long-term success in numerous ways. Properly addressing customer concerns can result in fewer negative comments that customers might be tempted to post on social media channels or spread by word of mouth. The direct result is greater loyalty and a stronger chance for customer retention, as well as the possibility of attracting new business, as customer service improves.
Companies should also use surveys to learn which new products or services customers are looking for and address these needs in order to grow new revenue streams. Very important to note is that it costs more to attract new customers than to retain existing ones. Statistics show that it costs 6 to 7 times more to acquire new customers, especially when one factors in the marketing costs involved in seeking potential clients, nurturing leads, and finally making sales.
Conducting regular customer surveys is imperative to keeping a finger on the pulse of your customer – why not let the Call-Lab team conduct this very important function for you?