4 Best Methods That Lead To Higher Customer Retention - Taking You Forward, Inc. - ContactCenterWorld.com Blog
While new customers are certainly sought after by businesses, existing customers should not be taken out of the picture. Keeping customers loyal is not something you can afford to take too lightly. Losing customers just as quickly as you win them over does not bode well for your business’ future. Fortunately, with a little more thought, planning and the right mindset, you can still win back these customers. Here are the 4 best practices of successful companies which helped them increase customer retention:
1. Pay attention to your customers
One of the easiest ways to earn your customers respect is to listen to what they have to say – whether it be a positive or negative feedback. Work to find out more about their experiences with your representatives through customer surveys, callbacks, and follow-up calls. This customer centric mindset should also be clearly seen in the professional and courteous way your agents handle interactions whether it is over the phone, chat, email, or in person.
2. Keep customers updated
Make customers feel valued by keeping them informed with a general idea of what is going on in the company. No customer likes being kept in the dark and surprised by changes, particularly if the changes have a direct effect on them. Just as employees want to be reassured of the stability of their jobs, customers also want to be reassured that they will continue to receive uninterrupted quality service.
3. Use social media to encourage and strengthen communication
Staying active on social media helps you easily establish a personal connection with your customers and thus improving customer retention. Customers are also more likely to voice their opinion over social media than by using traditional methods like calling, answering surveys, or sending an email. Be sure to respond appropriately and promptly to any customer comments. You can also post and share any information that customers might find interesting or useful.
4. Improve your processes and systems
It would not hurt to also keep a close watch on your competition and analyze how their initiatives would affect your customers. At the same time, do not wait for your competitors to entice your customers. Proactively find ways to keep them with you. Continue to provide consistently great service but innovate however you can. There is always room for improvement.
If your customer service function has been suffering recently, why not delegate this to a third party provider who are experts in customer retention? Call center outsourcing in the Philippines continues to grow and nowhere more so than in the field of customer service. Partnering with a fast-rising call center company in the Philippines, like Taking You Forward, can greatly improve your customer service process. Call us today to find out how we can help you.
Publish Date: June 2, 2016 5:00 AM
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