Newsletter Subject
65% of your customers will leave if *this* happens... 👀
From
ontraport.com
Email Address
Support@Ontraport.com
Sent On
Wed, Mar 13, 2024 04:11 PM
Email Preheader Text
Here’s how to avoid it Hey {NAME}, Imagine you’re hosting an event. You book the same cate
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Here’s how to avoid it Hey {NAME}, Imagine you’re hosting an event. You book the same catering company that’s given you great service 10 times before — but this time, they drop the ball. They arrive late. The chicken is dry. They forget the vegetarian option. When your next event comes around, you’re probably not going to give them the benefit of the doubt. Instead, you’ll think about how they let you down and opt to look for a different catering option — because of a little thing called the ✨Negativity Bias.✨ This buyer psychology theory shows just how important it is for your customers’ positive experiences to outweigh the negative ones. 🧠What is the Negativity Bias?
It says we tend to put more emphasis on negative experiences than positive ones; they stick in our memories and affect our expectations for the future. It explains why 65% of shoppers switch brands after one bad experience — as you might after a botched catering job. 🎯 How do I overcome it in my business?
Good and bad things are both bound to happen in your business — and you need to be prepared to handle both. While you can’t undo bad experiences, you CAN make a plan to turn those sour situations into sweet ones! The first step is finding out about the bad experiences before a customer starts typing their one-star review online. This is done by sending out a survey. Any time you get a negative survey response, you can: - Determine the root cause of the problem, and put processes in place to prevent the same problem in the future.
- Follow up for more info so you’ll better understand how to fix it.
- Offer a discount, apology or solution — or all three — depending on the severity of the situation.
Want to get started? Our prebuilt Survey and Testimonial Generator comes with all the copy, design and automation you need to collect feedback so you can turn negative experiences into positive ones. [Try it for free](! [Link: The Ontraport team What’s Ontraport again? Ontraport is a CRM and automation platform that empowers businesses to grow faster and deliver more value to their customers. [Start a free trial here](3D/Z). P.S. Stay tuned for tomorrow’s email, where you’ll learn how to respond to positive experiences with your brand (and how the same strategy worked for one of the biggest brands trending on social media). If you wish to stop receiving our emails or change your subscription options, please [manage your subscription](). 2030 Alameda Padre Serra, Suite #200, Santa Barbara, CA 93103, US
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