As customers become more empowered with their selection process of new goods and services, it is imperative that businesses work harder to retain the customers they have. The cost to attract new customers continues to increase, making it harder to grow business profitably without a steady base of loyal customers. The customer experience leaders have long held that it is more expensive to attract a new customer than it is to retain an existing one–four to 25 times more expensive–depending on the source and industry.[i] This principle of customer loyalty is referred to as the Net Promoter Score®[ii]movement. Giving your customers incentive to stay is the key to retention, but how do you do that in such a competitive environment?
Take the time to know your customers. Who are they and what do they really want? Ask simple and pointed questions to get to the root of understanding their needs and wants, what is working and what isn’t, and how they feel about their current service delivery. This can be accomplished through email surveys, phone marketing, exit interviews, or by proactively monitoring social media and online customer forums. For tips on surveying your customers, read this informative article presented by Survey Monkey.[iii]
Change when change is needed, and adapt your business to accommodate the customers you serve. Tailor your support structure and offerings based on their feedback. Let your customers know you heard them. Provide alternative solutions where known issues exist. Proactively offer something (e.g., discount, promo item, etc.) to acknowledge those who take the time to provide feedback. Furthermore, provide an array of methods to ask questions and resolve issues. These options should include human interaction (phone or chat) and self-help (IVR, Web or social). Connecting with your customers and addressing their needs will increase their likelihood of staying satisfied longer, which directly impacts your ability to retain and grow your market share.
Each interaction you have with your customers should be effortless and personalized. Customers can sense scripted pitches and checklists, and they are more likely to make a connection with a real person than a script. A captive audience is not necessarily the most appropriate opportunity to sell. Listen and take action to resolve customers’ needs first so they feel valued. Build trust and rapport—explain what you can and will do each step of the way. Ask questions to understand how they use your product or service, or identify opportunities to educate them on how to get the most out of the product or service going forward. Once you confirm their needs are met and thank them for their business, let them get on with their day. Respecting their time makes them feel appreciated. Over-solicitation of new offerings that don’t fit their needs could push them to a competitor. A great example of this is the migration of users from MySpace to Facebook[iv] after a change in the site design to make advertising work in social media.
It is critical to understand your customers and your competition. The marketplace is constantly changing, and what customers see and experience elsewhere sets the bar for their expectations. Keeping pace with the market prevents customer perception that there is something better out there. As new offers or solutions become available, enable your front-line to articulate the differences and/or provide counter offers to align with the perceived value of competitive products. By being agile in the face of market disruption, you can avoid the fate of once iconic brands no longer in existence.[v]
To reduce costly customer churn, the key is to stay focused on and connected with the customers you have, listen and adapt to their feedback, respect their time, and ensure your offers and solutions are competitively relevant. For help getting started, or for a more in-depth review of customer experience best practices, contact EGS today.
[ii] Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
Publish Date: July 14, 2016 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
|Taking a Bite Out of Churn, One Customer at a Time||July 14, 2016 5:00 AM|
|How Do Analytics Factor into Acquiring & Retaining Customers?||May 25, 2016 5:00 AM|
|Creating Long-term Outsourcing Partnerships: 3 Important Elements||May 18, 2016 5:00 AM|
|Revenue Generation, Meet Dialer Manager||May 18, 2016 5:00 AM|
|Outsourcing: The Cure for What Ails Your Company||May 11, 2016 5:00 AM|
|Simple Ways to Improve the Patient Experience – Are You Leaving Opportunity on the Table?||April 12, 2016 5:00 AM|
|Aligning Your Quality Program and Customer Experience: 3 Design Essentials||February 15, 2016 5:00 AM|
|Strategic Onboarding: Are you making these common mistakes?||February 5, 2016 5:00 AM|
|Alorica Wins Big at 2015 North American Frost & Sullivan Event||January 20, 2016 5:00 AM|
|4 tips to strengthen IT customer service response||December 3, 2015 5:00 AM|