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Organisation

What Do Your Customers Say?

Everyone knows that if costs a lot more to get a new customer than to keep an existing one. So keeping customers happy is a good start. But making them so delighted that they tell others about you takes this to a whole new level.

Word Of Mouth

There is a lot of research to show that today, when people are exposed to many thousands of advertising messages each day, more and more people rely on word of mouth recommendations from friends. So if you can get your customers to actively promote you to their friends and families it is the cheapest and more effective advertising you can get.

Customer Complaints

If a customer complains to you they are doing you a favour . They are letting you know what is wrong and giving you a chance to fix it. Studies show that most customers don't complain, they just tell others. A recent survey by American Express found that on average Australian consumers:

Tell 23 others about bad experiences
Tell 10 people about good experiences
65% always tell people about a bad experience

Social Media

YouTube, Facebook, Twitter, blogs. Everyone is connected. Everyone can upload photos and videos. Everybody can let the world know what they think about your business. So make sure that it's good.

NetPromoter

All Shadow Shopper programs have Netpromoter questions built in. This way you can see who is going to promote your business, and who is going to detract. You can find out how you rate against others in your line of business.