Realistically, the return is probably much greater than straightforward arithmetic. To begin, satisfied customers stay loyal, and research actually suggests they increase the amount they spend. Over time these customers become valuable ambassadors for your brand, increasing both your customer retention rate, while lowering your customer cost.

On average, a satisfied customer will share their experience with four people, whereas an unsatisfied customer will voice their disappointment to at least eleven people. This trend has become exponential with the emergence of social media.

E-reputation and the notion of customer experience (defined as the cumulative impact of multiple touch points over time) has become a field of expertise in its’ own right.

However, the first step to excellent customer service starts with a smile.

Nobody knows this better than the people at Nouba, a leading event staffing firm in Budapest. Brigitta Markovics, managing director, explains: “A smile communicates a state of mind. It is the validation of our brands’ promise. As an event staffing firm, guests’ first contact is often with Nouba hostesses. We want to ensure that the first impression conveys our commitment and passion for people.”

Companies can not always control all the interactions customers have with their brand, but should not underestimate the importance of the human element in customer experience.

Ms. Markovics highlights: “At Nouba, we work along side leading consumer brands with their promotional sales campaigns. For our sales & promotion team a smile is an attitude. We have to be engaging with people to present new products and services. As such, a smile is an invitation; it sets a tone and helps to establish trust.”

Good service is as important to your business as the need to offer a product of service that meets your customer’s needs. In our fast-paced, smart phone addicted, multi-taken driven culture, a smile is an easy, inexpensive way to leave a positive impression.

Visit Nouba online: www.nouba.hu

Address: 1146 Budapest Abonyi u.25.
Tel: +36 1 877 5035