
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.
1) 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!
2) 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!
3) 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.
Suggested Reading: Reasons to invest in CX
4) 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
January 13, 2021 at 3:50 pm
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
January 14, 2021 at 3:21 am
There is noticeably a bundle to know about this. I assume you made certain good factors in options also. Halimeda Leopold Cantu
January 21, 2021 at 6:19 pm
Thanks for the auspicious writeup. It in reality was once a leisure account it. Jessie Ennis Zhang
January 25, 2021 at 3:20 pm
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
January 29, 2021 at 7:20 pm
Some truly superb information, Gladiola I discovered this. Rheba Chickie Jolanta
January 30, 2021 at 5:12 am
Hi there friends, nice paragraph and fastidious urging commented here, I am actually enjoying by these. Kirsten Rab Thorlie
January 31, 2021 at 12:58 am
I blog quite often and I seriously thank you for your content. Heidi Cy Frangos
January 31, 2021 at 6:53 am
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
January 31, 2021 at 10:53 am
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. Tami Kevin Malynda
February 1, 2021 at 7:31 am
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. Elli Doy Elle
February 1, 2021 at 1:04 pm
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! Rae Tynan Burk
February 1, 2021 at 3:04 pm
Wonderful article! We will be linking to this particularly great article on our website. Keep up the good writing. Mallory Trey Colton
February 1, 2021 at 10:42 pm
Merely wanna input that you have a very decent website , I the design and style it really stands out. Gwennie Thacher Franny
February 2, 2021 at 4:48 am
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
February 2, 2021 at 9:19 am
Hello There. I found your blog using msn. This is an extremely well written article. Louella Herrick Redmer
February 2, 2021 at 12:01 pm
Very good article. I am going through many of these issues as well.. Wandie Van Adala
February 2, 2021 at 3:38 pm
Hello friends, its enormous article about educationand entirely explained, keep it up all the time. Anny Barrie Nora Tory Kim Gretta
February 7, 2021 at 7:15 pm
Say, you got a nice article post. Thanks Again. Want more. Ethel Mikkel Valleau
February 7, 2021 at 9:03 pm
This paragraph is genuinely a fastidious one it assists new web people, who are wishing for blogging.| Desdemona Baily Blinny
February 8, 2021 at 6:38 am
I loved your blog article. Really looking forward to read more. Cool. Amara Howard Gona
February 8, 2021 at 2:48 pm
Very good article. I will be experiencing many of these issues as well.. Trish Kennedy Lanita
February 9, 2021 at 11:13 am
Pretty! This has been an incredibly wonderful article. Many thanks for providing this info. Vikki Nikolaos Duarte