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Studies show it costs business owners much less to keep an existing client than to pursue a new one. Some research suggests that a handful of very loyal customers are responsible for as much as 80 percent of sales in the average company. What's more, one happy client can influence 50 to 300 people and likewise act as a continual source of new leads. Considering those statistics customer retention isn't just smart - it's vital.
Today's marketplace has created savvy consumers. Unfortunately, their demands for superior service frequently go unmet. To foster loyalty in disenchanted clients, companies must perform above and beyond the standards their customers expect.
Earning top grades in customer satisfaction involves seven criteria. If there's room for improvement in even one of these areas, you may not be an "A" student - yet.
That Personal Touch
Instill a sense of investment and devotion in clients by cultivating personal relationships with them. These "above and beyond" measures demonstrate an attention to detail they probably won't receive elsewhere.