4 Secrets to Retain More Customers

You need to keep updating your customer strategies to ensure that they are happy with your products & services. Everything from customer marketing with campaigns based on shopper feedback to improving your omnichannel strategy can help you boost customer retention and increase trust and loyalty.

• • Really listen to the customer:

    How many times have you dealt with a Contact Centre where the customer service repetitive (CSR) has not really listened to your conversation or has interjected whilst you have been talking?

    From my perspective, it happens all too often and is really an unpleasant experience.

    Many Contact Centres have strong KPI targets set around average call lengths, which in turn can lead to the CSR’s rushing through calls and not taking the time out to really listen and understand the customers’ needs.

    Occasions where the CSR is not really understanding the problem can be easily resolved by the proven process of the CSR repeating the caller’s concerns/issues or questions as part of the usual interaction.

    This is called active listening and is the old story of getting your CSR’s to slow down, listen, repeat, confirm, and respond!

    Of course, the other golden rule is to always train and encourage your CSR’s to never talk over a caller whilst they are dealing with them!

  • Speak the customer’s language:

    As part of the gap analysis, it was discovered that the Contact Centre CSR’s were doing the customers an injustice when selling products and servicing their needs, which was driving customer attrition.

    It is not recommended to bombard the customers with too much technical information, and in-house terminology. This meant the customers became confused and embarrassed during the call because they did not really understand what the CSR’s were talking about.

    The golden rule in these cases is to make sure your CSR’s are talking to your customers on their own terms so that the customer becomes empowered and understands what is being talked about.

    The Company acknowledged this issue and agreed to implement our suggested initiative of “talking in real terms”.

    Once in place, the Company realized a direct decrease of 1.5% in customer attrition from this initiative alone, a winning formula in anyone’s books!

  • Servicing your customer beyond expectations:

    Do you currently exceed your customer’s service expectations?

    Using Service Level Agreements (SLA’s) and providing good old fashioned customer service are powerful tools to help retain customers.

    SLAs can be measured against a number of key attributes in any Contact Centre, including, Speed of answer, Issue resolution times, and service provision.

    All of these areas are where customer’s expectations can readily be exceeded by not only the measurement of success but also the provision of best practice service.

    Imagine calling a company, not having to wait in a queue to be answered, being served by a CSR that engaged with you, understood your needs, provided great service, sold you products that were applicable to you, and generated solutions to problems;  and the list goes on.

    Wouldn’t that be a great experience every time you transacted with an organization like this!

After all, a happy customer is more likely to bring in free referral business, generate good word-of-mouth publicity, and remain loyal for longer.

• Offering solutions to stop them from leaving:

  Reducing customer attrition through the use of tools such as “Save initiatives” is an exciting subject that could have its own article dedicated to it.

  However, I will give you a quick overview of a couple of scenarios that have successfully aided businesses which I have supported.

  Firstly there are two types of saving initiatives: proactive and reactive.

  Proactive initiatives are undertaken before a customer has left your business and is orchestrated as a reaction to subtle triggers that the customer is displaying that lead you to believe he/she may be looking to move away from your business.  For example, a customer that has recently met the average lifetime value of your customer base could be considered at risk of leaving so you may wish to acknowledge that customer for their custom.

  Reactive initiatives are driven as a direct result of the customer advising that they are leaving your
  business.  For example, it could be an offer of a discount if they retain their business with your company.

  Save initiatives can be as complex or as simple as you want or need them to be, but the implementation of any save initiative within a business and particularly via its Contact Centre operations is a positive step in helping reduce customer attrition.

  Best practice organizations have comprehensive Save initiatives with dedicated budgets and empower their CSR’s to be able to offer services/products/discounts as needed to retain customers.

  Companies that are starting out on the Save initiative journey can start with simple things like sending a voucher to customers that are reaching the customer average live time value or have not transacted with them for an extended period of time.

  If you are struggling with any aspect of customer management, our team has recently helped many businesses get their customer strategies in order.

Email to get a reply :sales@teammas.in

Author Profile

Varuna Raghav

As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to her name. Her enriching input has been valuable to the brands and organizations she's worked with.

Know More

Latest Post

• March 7, 2024CRMA Guide to WhatsApp Business API in 2024
• February 28, 2024Call CenterHow I find Cloud Call Center Service in India
• February 19, 2024Customer ServiceCrafting Exquisite Experiences: Elevating Customer Service in Retailing
• February 13, 2024Call CenterCloud Call Center Solutions: Streamlining Customer Engagement

🔗 Tags: 4 Top Secrets to Retain More Customers, What are the Best Ways to Retain More Customers

Share

Next post

---

71 responses to “4 Secrets to Retain More Customers”

1. It’s really a great and helpful piece of info. I’m glad that you simply shared
   this helpful info with us. Please keep us up
   to date like this. Thanks for sharing.

2. Some genuinely interesting information, well written and loosely user genial.

3. You made some nice points there. I did a search onn the issue and
   found nearly all folks will have the same opinion with your blog.

4. Loving the info on this web site, you have done great joob on thee articles.

5. Really enjoyed this post.Really thank you! Keep writing.

6. Quality articles is the main to invite the viewers to
   visit the site, that’s what this web page is providing.

7. Loving the info on this website, you havce dopne great job on the posts.

8. Really enjoyed this post.Really thank you! Keep writing.

9. Very informative post. Great.

10. Great site. A lot of useful information here.
    I’m sending it to a few buddies ans also sharing in delicious.
    And certainly, thank you to your effort!

11. I’m no onger sure where you are getting your info, however great
    topic. I must spend some time learning more or figuring out more.
    Thank you for magnificent information I used to bee in search of
    this information for my mission.

12. I am sure this post has touched all the internet users, its
    really really good post on building up new weblog.

13. I have read several just right stuff here. Definitely price bookmarking for revisiting. I surprise how much attempt you set to create the sort of great informative site.

14. There is certainly a great deal to find out about this issue. I like all the points you made.

15. Oh my goodness! Awesome article dude! Thank you so much, However I am experiencing problems with your RSS. Addison.

16. After examine a couple of of the blog posts on your web site now, and I truly like your approach of blogging. I bookmarked it to my bookmark website checklist and will likely be checking again soon. Pls check out my website online as properly and let me know what you think.

17. Attractive component of content. I simply stumbled upon your website and in accession capital to say that I get in fact loved account your blog posts.

18. Experince work thanks for that

19. Really enjoyed this post.Really thank you! Keep writing.

20. Sure! Well, maybe you should tackle it more gently.

21. Thank you for every other informative blog.

22. Thanks a bunch for sharing this with all of us you really know what you are talking about! Bookmarked. Kindly also visit my site =). We could have a link exchange agreement between us!

23. Just wanted to congratulate you for such an amazing contents,So happy to read your post!

24. Awsome website! I am loving it!! Will be back later to read some more. I am bookmarking your feeds also

25. Thanks.|

26. Thank you for every other informative blog.

27. First of all, thank you for writing such an article. every word is full of knowledge

28. Very nice post. I just stumbled upon your weblog and wished to say
    that I’ve really enjoyed browsing your weblog posts. In any case
    I will be subscribing for your feed and I am hoping you write again soon!

29. I like the helpful info you provide in your articles. I will bookmark your blog and check again here regularly. I am quite sure I will learn plenty of new stuff right here! Good luck for the next!

30. I don’t normally comment but I gotta tell regards for the post on this amazing one : D.

31. Great idea to write about such stuff here. I am grateful for every word.

32. Fantastic article post.Thanks Again. Will read on…

33. I am interested in more information. How can I reach you?

34. Hi there it’s me, I am also visiting this website daily, this website is truly nice and the people are really sharing pleasant thoughts

35. Finally I found a perfect website for me. Thank you for such nice place where I can get good information for me.

36. I like your blog. It is really very helpful.

37. Quite right! It seems to me it is excellent idea. I agree with you.

38. Thanks a lot for the blog.Really thank you!

39. It’s very trouble-free to find out any topic on net as compared to textbooks, as I found this article at this website.|

40. And indefinitely it is not far 🙂

41. Everything is explained so clearly and correctly that I closely examine your work.

42. It�s super content, I congratulate you

43. a litte more on this subject? I’d be very grateful if you could elaborate a little bit more.

44. I am enjoying every second I am on this website.
    סקס נערות ליווי

45. your blogs contain real information and you guys post great articles. we are grateful to you.

46. Pretty! This has been an incredibly wonderful article. Many thanks for providing this info. Vikki Nikolaos Duarte

47. Very good article. I will be experiencing many of these issues as well.. Trish Kennedy Lanita

48. I loved your blog article. Really looking forward to read more. Cool. Amara Howard Gona

49. This paragraph is genuinely a fastidious one it assists new web people, who are wishing for blogging.| Desdemona Baily Blinny

50. Say, you got a nice article post. Thanks Again. Want more. Ethel Mikkel Valleau

51. Hello friends, its enormous article about educationand entirely explained, keep it up all the time. Anny Barrie Nora Tory Kim Gretta

52. Very good article. I am going through many of these issues as well.. Wandie Van Adala

53. Hello There. I found your blog using msn. This is an extremely well written article. Louella Herrick Redmer

54. Hello, its fastidious paragraph about media print, we all be familiar with media is a enormous source of facts. Celia Dom Lindi

55. Wow! At last I got a website from where I be able to actually get helpful information concerning my study and knowledge. Myranda Guntar Arne

56. Merely wanna input that you have a very decent website , I the design and style it really stands out. Gwennie Thacher Franny

57. Wonderful article! We will be linking to this particularly great article on our website. Keep up the good writing. Mallory Trey Colton

58. Having read this I believed it was rather informative. I appreciate you finding the time and effort to put this article together. I once again find myself personally spending a significant amount of time both reading and posting comments. But so what, it was still worthwhile!

59. Wow! This can be one particular of the most helpful blogs We have ever arrive across on this subject. Basically Wonderful. I am also an expert in this topic so I can understand your hard work.

60. Hello, this weekend is pleasant in support of me, for the reason that this occasion i am reading this impressive educational paragraph here at my home.

61. Thanks for some other great post. Where else may just anyone get that kind of information in such an ideal approach of writing? I have a presentation next week, and I am at the search for such info.

62. Hi there. I discovered your site by way of Google whilst searching for a related matter, your website got here up. It seems to be good. I have bookmarked it in my google bookmarks to visit then. Calla Broderic Dulcinea

63. I blog quite often and I seriously thank you for your content. Heidi Cy Frangos

64. Hi there friends, nice paragraph and fastidious urging commented here, I am actually enjoying by these. Kirsten Rab Thorlie

65. Some truly superb information, Gladiola I discovered this. Rheba Chickie Jolanta

66. Way cool! Some very valid points! I appreciate you writing this post plus the rest of the website is also really good. Josselyn Sherlocke Fleischer

67. Thanks for the auspicious writeup. It in reality was once a leisure account it. Jessie Ennis Zhang

68. Thanks for the good writeup. It if truth be told was a amusement account it. Doro Emmit Utta

69. There is noticeably a bundle to know about this. I assume you made certain good factors in options also. Halimeda Leopold Cantu

70. Way cool! Some very valid points! I appreciate you writing this write-up plus the rest of the site is really good. Lillian Neville Raymund

71. This is my first time pay a quick visit at here and i am really happy to read everthing at one place. Rebeka Syd Noman