A survey cited in The Challenger Sale, by Matthew Dixson and Brent Adamson, reported that the second most important factor (95 percent) driving customer loyalty is accessibility. I have commented on this subject before, in my blog entitled “How Accessible Are You?“.
I believe too many businesses, both large and small, have substantially reduced their accessibility with technology that they hide behind. What does it “really” cost to have someone answer the phone during normal business hours?
Today, you can easily distinguish yourself by simply answering your phone or responding to an email in a prompt and timely fashion.
Have you performed an evaluation of your client/customer touchpoints? Have you talked to your key clients/customers about their experience with your company’s accessibility?
As I mentioned in my 2013 blog, I changed doctors due to the lack of accessibility. I can feel some of you pushing back right now. I know you’re busy, but what’s more important than being responsive to your clients/customers?