In the 1990s, management consultant Hermann Simon coined the phrase "Germany is a service desert". The quality of service in this country is not quite as bad as it was 20 years ago, but there still seem to be enough companies that treat their customers badly. In a 2017 survey by Salesforce and YouGov, 37 percent of participants said that they felt like supplicants when they were in contact with companies. However, the figures vary by industry. Customers feel well looked after in retail, but not so much in telecommunications companies.
There are obviously still enough companies greece whatsapp data that have not understood that it makes economic sense to look after existing customers. Empirical studies show that it is five times cheaper to keep a customer than to acquire a new one. No advertising measure is as effective as word of mouth from satisfied customers. In addition, customers who feel well treated are more likely to be interested in purchasing other products from a company. This opens up cross-selling and upselling potential. Your customer lifetime value - the customer's profit value - increases.
HubSpot's new Service Hub
HubSpot users are therefore excited that the American software company has launched a new product line that helps companies improve the customer experience: the " Service Hub ." The tools it contains include a shared inbox for service teams that bundles messages from all possible contact channels, a ticketing system to process customer inquiries more quickly and efficiently, a knowledge base that customers can use to help each other, and a feedback tool that makes it easier to create surveys.