3 Reasons Why We Started End User Support at Erento
Jan Wehowsky – 12. Jan 2016
At Erento we have decided to start switching our business model from a listing model to a commission model. In the old model, our focus was more on our rental partners (rental companies) and we didn’t for example have any specialized end user support.
With the new commission model, we are focusing more and more on our end customers, the people who find and rent the products through Erento. Why is this so important? Have a look:
1. Happy customers are loyal customers
If you make your customers happy, they are more likely to return and eventually bring you more money. In a study by Zendesk, 52 % of the respondents indicated that a good customer experience led them to return, while 55 % said they switched to a different company after a bad experience. Furthermore, according to Adobe, returning customers purchase 3 to 7 times more revenue per visit.
2. Happy customers talk to others – and so do unhappy customers
Today’s customers share their experience with others. Facebook, other social media channels and review sites help to spread the word about the good and the bad.
According to the aforementioned Zendesk Survey, 87% of the respondents shared their good experiences with other people. However, as many as 95% of the respondents also share their bad experiences. And it’s continuing to change: people are more and more likely to share their experiences online, which means providing a positive customer experiences is becoming more and more valuable to companies.
This is one of the most important reasons why we have switched our focus to the end user support. It has changed from an unnoticed field into a valued department.
3. Consumers trust other consumers
Consumers no longer have any trust in classic advertising as a source of information for products and services. A study from the McCarthyGroup has revealed that consumers are considering their friends, news or social media as more relevant sources of information.
Word of mouth has a great influence on the assessment of the quality of your products and services. According to the study from Zendesk, for instance, 88% of responders have been influenced by online customer service reviews.
Having happy customers return to Erento, rent out more, and spread the word to other people have been our key drivers since we started developing the best end user service out there.