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Ensuring Your Salon Keeps its Good Reputation

November 13, 2012

When people talk (and they do), you want the word to get out that your salon or spa is at the top of its game. Far from being apathetic, consumers are fighting back against poor treatment in a number of ways, many of which could directly influence a company’s bottom line. Conversely, consumers are willing to reward companies for the provision of good customer experiences. The third annual Customer Experience Impact Report conducted by Harris Interactive, reveals that:

 

  • 80% of companies believe they deliver superior customer experience, but only 8% of their consumers agree.
  • Although 70% of consumers state that poor service caused them to take their business elsewhere, business owners often believe that price is the prime factor for the defection.
  • 53% of respondents will recommend a company due to outstanding service.
  • 74% will tell others about poor treatment and a negative customer experience.
  • 81% of consumers will remove their business following a poor experience.
  • 52% of consumers would feel encouraged to spend more with a company if it were to improve its overall customer experience.
  • Even in an economic downturn, 50% of consumers will always/often pay more for a better customer experience.

By implementing customer-centric methods, you show your clients that you value their business and patronage, and care about them as individuals. A first class guest experience will not only help retain your clientele, it will also limit harmful negative chatter, attract new clients and improve how staff feel about their work.

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