No matter what business you are in, you must learn to take care of your customers. These people contribute in keeping the business alive by coming back or refering your business to others. It would be bad if you didn't exert enough effort to take care of them since finding new customers is really hard. As the quote from the well-known customer service and customer experience advocate Bill Quiseng goes, businesses should learn how to “work as hard to keep a customer as you do to find a new one.”
According to research by ThinkJar, it is six to seven times expensive to find and attract new customers than to retain existing ones. While another research conducted by Frederick Reichheld of Bain & Company reveals that loyal customers generate more profit each year, explaining that returning customers "tend to buy more" from the company as time goes by. This study showcased the potential of having 5 per cent customer retention can produce a profit of more than 25 per cent. So, if you're planning to keep your business alive, better step up your customer experience. And here are ways on how customer experience can enable value after sales acquisition.
Even though customers often ask the same questions, they still have their own personalities and approach. Customers feel important and valued when you remember who they are and change the way you treat them; an example is remembering their name and acknowledging what they bought from you. Once you start doing this in every interaction of the customer journey, customer loyalty and trust will develop.
This is often neglected and forgotten by many businesses. Proper follow ups are not a nuisance but are important in the customer journey since this shows how you value them as a customer. This will create a mindset that your business is concerned and cares about their experience even after the transaction. Getting feedback from them is not a bad idea since this will also help you know how the product or service helped them and how to improve the business more.
Always surprise them
In keeping customers loyal, you better have a trick up your sleeve — but in a good way. Customers love the feeling of wonderful surprises. Giving them something that they didn't expect will surely add a delight on top of their customer experience. An example is giving them coupons or discounts on specific products since they have been loyal to you since their first purchase.
Customer retention is important since loyal customers are the ones who make the business earn sales. It is also cheaper to keep customers coming back than finding new ones. With this, an experienced contact centre outsourcing company should be able to do just the trick with its trained agents who know customer service inside and out. Moreover, outsourcing has been a proven cost-efficient solution to business woes from all around the world, making businesses spend less on talents who can help the business grow.
Publish Date: September 11, 2017
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