Keeping customers has long been an important focus for companies. While attracting new customers is always a good thing, nothing beats having a repeat customer continue to do business with you. They are cheaper to keep and they can even become brand ambassadors and bring in other loyal customers.
Unfortunately, in today’s cut throat and competitive marketplace, finding a way to stand out and win over fickle customers can be challenging. After all, customers have admitted to easily dropping a company if they find a better value somewhere else.
If you’re a business or call center working with customers you’ll want to keep some things in mind when it comes to how to treat and deal with these important customers.
A recent Entrepreneur article highlights some of the things you’ll have to do to keep customers and deliver the optimal customer service that will hook them to you.
Sure, today’s customers are more fastidious and have constantly changing demands, but one thing remains constant: companies that can deliver a wow-factor with customer service enjoy the most benefit when it comes to loyal customers.
Not just treating customers well and giving them what they want – but making sure they understand how valuable you are to them is key.
Most contact channels are used when an issue arises or a customer needs to vent. You’ll want to ensure your agents are trained and ready to answer questions and guide customers in a supportive environment where they feel a genuine graciousness for their situation. If not, they may just walk.
Finally, while being courteous and grateful will help customers to appreciate your relationship with them, there is nothing that trumps getting the best value. This is the same reason why so many customers admit to leaving companies behind for a better deal. So why not use this to your advantage and also be generous to your customers? The Entrepreneur article recommends letting customers have their way sometimes if it means they’ll feel appreciated. Allowing them to get a refund, or just having a live person ready with a smile to assist with their questions, can go a long way in keeping them coming back. And that’s worth a lot more today than just bringing in leads.