LA PERDIDA DE CLIENTES

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Te has preguntado alguna vez porque los negocios pierden sus clientes. Existen varias razones, aunque algunas son muy lógicas y otras parecen algo menos importantes, debemos prestar atención a este factor para mitigar la perdida de usuarios.

Según los estudios la disminución de clientes parte con un 1% que son los clientes que mueren, 3% de nuestros clientes se mudan a otro lugar, 5% porque se hacen amigos de otros, 8.5% se va del negocio debido a que los precios de la competencia son más bajos y el 13.5% de los clientes se pierde por la mala calidad de los productos o servicios del negocio.

Son cifras que de cierta forma preocupan. Pero existe un porcentaje que es alarmante y que, tal vez, no se tiene en cuenta: un 68% de los clientes se van de nuestro negocio por la indiferencia y la mala atención del personal de ventas y servicio; es decir por una mala acción por parte de los vendedores, supervisores, gerentes, telefonistas, secretarias, despachantes, repartidores, cobradores y otros que tengan contacto con ellos.

El servicio al cliente es sin duda uno de los elementos en el que cualquier negocio, independientemente de lo que venda: producto, servicio tangible o no tangible, etc…

se debe enfocar si quiere que su negocio, producto o servicio tenga éxito.

¿Cuánto tiempo inviertes en tener los mejores productos con los mejores precios?

¿Cuánta inversión destina en instalaciones cómodas y

modernas?

Aunque la pregunta que verdaderamente tienes que responderte es

¿Cuánto inviertes en mejorar la atención de tus clientes?

La buena atención no se define por conocer todos las características del producto, ni por hacer buenas ventas.

Se define por convertir esa compra en una experiencia cliente satisfactoria donde se cumplas todas las expectativas de nuestro cliente y se cubran todas sus necesidades.

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