Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure to retain them. Businesses fight fiercely to keep customers, knowing that their loyalty means higher spending.
Yet 80% of customers who switched companies due to poor service feel the company could have done something to retain them, according to Accenture.
Preventing that switch relies on comprehensive customer retention policies that reinforce the values of your product and services.
Here is the first of five tips to keep in mind as you create your customer retention processes.
Tip 1: Be Proactive with your customer service approach
The best way to keep customers engaged is to set high standards for a product or service in the first place. Your customer service and sales require meeting the same high standards, including in the foundational components, such as these:
- Recruit Brand Specialist candidates who are compassionate and enthusiastic for the brand. Follow with detailed training for product and process knowledge and to create passion for the brand.
- Create a thorough quality monitoring program based on a scorecard that is aligned to your goals. Commit to providing coaching and positive feedback to Brand Specialists.
- Invest in surveying customers for Net Promoter Score or other measures of customer satisfaction. Take the time to review comments and make changes as appropriate and incorporate into your continuous improvement processes.
An effective proactive strategy will increase customer service success
Customer acquisition is expensive.
Acquiring new customers can cost five times more than retaining current customers, according to Forrester Research. They like your product and service for a reason and understanding customer motivation is essential to preserving revenue.
There are customer retention techniques to keep as many customers as you can.
And using those techniques is well worth it.