We all might want to rethink how much importance we put on email. I know many of us think of it somewhat casually. You know, we can get back to the person at our convenience. Just be sure you don’t wait too long to find a convenient time.
On Discontas I found an interesting post about what customer expect from you when they send an email request.
Recent studies indicate that when customers or potential customers contact an online organisation, 80% prefer communicating by email over phone and over 50% will not do business with a company if they do not receive an adequate response to their email within 24 hours. The average response time to a customer email inquiry is 72 hours.
Most online organisations communicate regularly with customers and clients by email, but few provide a level of email customer service that satisfies their customers.
Interesting. There’s a big gap between 24 and 72 hours. I wonder how much more business we could each land if we were more responsive to email requests? Moreover, if we were really on top of email with our clients, giving them amazing service by quick responses, I wonder how differently they might talk about us to their friends and collegues.
What do you think?