Customers Never Complain … They Zap
- 92% of customers zap because they no longer receive attention. You buy an expensive car, an insurance policy, or a vacation, and you hear nothing more from the seller. Have they ever contacted you after your purchase to ask if you were satisfied?
- 81% of customers zap because agreements made are not honored. For example, delivery doesn’t meet the agreed-upon standards.
- 77% of customers zap because they aren’t treated with expertise. The customer expects a specialist, but gets an amateur. The customer wants information, and no one can help them.
- 76% of customers zap because their problems aren’t handled personally. The customer feels like a number in a large bureaucracy. They don’t even know the names of the people they’re dealing with.
- 68% of customers zap because they feel unfairly treated. You buy an expensive stereo system, and the next morning you see the store offering a 20% discount on the same device. Or your insurance claim is denied because of a special clause in the contract.
- 17% of customers zap because they found a cheaper solution elsewhere. When companies are asked why their customers chose another supplier
- 84% of the time they claim it’s for economic reasons. But customers see it very differently. They expect quality and service for a certain price. If they can get the same thing cheaper elsewhere, they zap.
Source : CKZ Limburg