GrowthHackingIdea - One word to win back 37% of customers

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A study conducted by Carey School of Business and others answers the question, what to do first of all if you screw up:

1. 37% of customers are satisfied with service recovery when they are offered something of monetary value (e.g., a refund or credit).

2. But when the business adds an apology on top of the compensation, satisfaction doubles to 74%.

That means, when you screw up, saying one simple word “Sorry” wins back 37% of your dissatisfied customers.

58% of customers do not get an apology.

Source: www.groovehq.com


Cheers,
Charlie Patel ;)



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