Customers might choose to leave a business because of one or multiple factors. This could be due to receiving poor service, faulty products, not getting enough value for money or the product/service not being according to what was perceived or expected. So how can a business prevent customers from leaving? Offering excellent customer care before and after the purchase process is one major factor that will help in retaining more customers. A 2015 Global State of Multichannel Customer Service Report states that “97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand”.
Here are a few tips that can be used to prevent your customers from leaving.
When customers turn to a business, they expect value for the money they are paying. Customers must always feel that the product/service is of excellent quality and worth the investment they have made. While focusing on the quality of products, a business must also ensure that the support staff is always there to deliver timely service if there are any issues. One of the reasons for customers getting frustrated with a business is not being offered the kind of service they wanted. Being proactive in client care, offering a memorable experience throughout the customer journey and going the extra mile every time will increase satisfaction levels and stop them from turning to a competitor.
The customer service team is the frontline for a business. It is crucial to hire efficient people with high emotional intelligence and the right skillset so they understand the importance of customer care. Once they are a part of your business, train them with different training activities and through workshops to enhance business soft skills. Staff needs to be trained in skills such as effective communication, problem solving and active listening. Any inconsistency or lack of empathy can result in customers turning away. Make sure your representatives are trained to deliver exceptional service experience.
A 2015 Aspect Consumer Experience Survey reveals that “76% of consumers say they view customer service as the true test of how much a company values them.” It is evident that you have to make the customer feel special and appreciate them. Creating unforgettable experiences and giving priority to customer needs is important. Focus on the little things that go towards strengthening your bond with customers and pay attention to what they are saying. Constantly innovate your products and give them reasons to stay with your company. Remember them on special occasion and send them greeting cards and thank you notes along with a small gift. When you treat them right, they are more likely to stay with your business.
Once the customer walks out your store, it does not end the connection you have with them. This interaction should go on if you want to maintain a loyal customer base. This makes it necessary to keep an exchange of follow-ups with them. You must ask them for feedback as most people will have an opinion on how to further improve your product/service. They might even provide you with suggestions, investment opportunities and much more. For them, this exchange will make them feel valued and heard. It is an essential customer service best practice that will help in building a stronger relationship. Acquiring and implementing client feedback will also help in eliminating loopholes and managing contingencies.
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