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Most of us know that acquiring new customers is much more costly than keeping existing ones (6-7 times higher) however many ecommerce store owners choose to ignore this and focus on attracting new customers to their store.

Ignoring your existing customers in favour of attracting new ones could be costing your business more than you think.

The infographic below from Helpscout provides some eye opening statistics on bad customer service:

These days, with the advent of Social Media, bad customer service can very quickly be spread far beyond the individual customer who received the poor service. It only takes one high ranking bad review in Google to steer away savvy customers who do their research before they buy.

Another thing to bear in mind is the power of word to mouth marketing, this is something you absolutely can not monitor or regulate, providing a high level of customer service is the only way you can ensure your word of mouth marketing is of the positive type.

Happy Selling!

Gareth Sales
VPASP Shopping Cart

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