There are so many facets of customer service revolving about exhibiting. As an exhibitor you are interfacing with a gazillion companies [airplanes, cab, hotels, car rentals, show services, etc.] You KNOW good customer service when you see it!! And unfortunately you know the dark side of it too.
Good customer service can maintain you as a client. And most companies strive for quality customer service.
A recent market research piece caught my eye and I wanted to share it with you along with a challenge. This information is from the Center for Media Research. I received their email about it on 2-18-10.
Poor Customer Service Costs Companies $83 Billion Annually
Genesys, with research firm Greenfield Online and Datamonitor/Ovum analysts, measuring the cost of poor customer service in the U.S., found that enterprises in the U.S. lose an estimated $83 billion each year due to defections and abandoned purchases as a direct result of a poor experience. Nearly two-thirds of consumers said they had ended a relationship due to customer service alone. The survey participants said that when they end a relationship, 61% of the time they take their business to a competitor.
That figure is staggering and I suspect it might be higher than reported. Most likely you have stories about how you switch from one car rental company to another due to a customer service issue. And the stories can go on and on. But let me pose a question: What about prospect service? Before you are a customer, you are someone’s prospect.
What is Your Prospect Service for All of Those Leads???
How well do you treat the attendee who are in your booth and most importantly after the show? Do they get a fraction of the attention they need to turn them into a customer? I know and research supports this statement, if you do not follow up on them, they will become a customer of your competitor.
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