Intelligent Dialogue carried out research into why organisations lose customers, so that we can understand how best to retain customers.
How to retain customers, is a key consideration for most businesses and organisations.
“Your most unhappy customers are your greatest source of learning.” Bill Gates Microsoft
Not only did our research tell us just how important customer service is, we also found out what companies could do to retain their customer’s business. Here’s the result of our research.
Customer retention is about simple things, it’s about being easy to do business with, putting things right when they go wrong.
Complaint handling is a critical skill when things go wrong.
Customer retention is also about being proactive in the relationship, about contacting customers skillfully in marketing campaigns to develop the relationship and encourage them to buy from you rather than pushing product at them.
It’s about defending your customers from competitor activity.
And the survey results show that a small percentage of people wanted more contact. That they wanted the same deals as new customers, and they wanted easy access to their providers.
We also asked survey respondents what they disliked about dealing with contact centres, and these were the things they hated.
And hate isn’t too strong a word, some people talked about feeling their heart rate increase and their blood pressure rise when they were trying to contact some companies that they do business with.
Use these to think about your systems and your customer experience, just how easy are you to do business with? How do you compare to your competitors? What can you do to make the experience better, slicker and more positive for your customers?
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