Our Best Practices blog on customer retention in the contact center moves to Tip 3, Create the Opportunity to ‘Save a Customer,’ which follows. Tuesday’s blog focused on Tip 2, Design Transformational Experiences.
Tip 3. Create the Opportunity to “Save a Customer.”
Sometimes when customers turn away from a company or service, the company never knows it. Measure your processes to raise visibility within your organization. Steps can include:
- Create an opportunity to learn what the customer’s difficulty is. The best practice in saving customer subscriptions is to prioritize a phone call to discuss their challenge. In doing so, you can learn about the difficulty and strive to make it right.
- Monitor social media. Understanding community sentiment can create the opportunity to get ahead of issues.
- Reach out to vocal customers by inviting them to discuss it with you offline.