While new customers are absolutely looked after by businesses, current customers should not be taken out of the picture. Keeping customers loyal is not something you can afford to take too lightly. Losing customers similarly as fast as you win them over does not look good for your business’ future. Well, with a little more thought, planning, and the right mindset, you can still win back these customers.
Here are the 4 effective methods of successful companies which helped them increase customer retention:
1. Focus on your customers
One of the simplest ways to gain your customers respect is to pay attention to what they have to say – whether it be a positive or negative feedback. Through customer surveys, callbacks, and follow-up calls with your representatives you will find about their experiences. This customer-centric approach 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. Always customers updated
Demonstrate that your customers are valued. Let them know you think they’re important. Customers feel valued by keeping them informed of what is happening in the company. No customer likes being kept in the dark and surprised by changes, especially if the changes directly affect them. Similarly, as employees want to be reassured of the stability of their jobs, customers likewise want to be reassured that they will keep on receiving continuous quality service.
3. Use social media to encourage and strengthen communication
Be sure you’re actively listening, engaging, monitoring and responding to your customers online. By staying active on social media helps you effectively set up a personal connection with your customers and thus improving customer retention. Make 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
Be aware of the competition and analyze how their initiatives would influence your customers. At the same time, do not wait for your competitors to entice your customers. Proactively discover approaches to keep them with you. Keep on providing great service but innovate however you can. There is always room for improvement.
If your customer service function has been suffering recently, why not assign this to third party providers who are experts in customer retention? Call center outsourcing in the Philippines keeps on developing and nowhere more so than in the field of customer service.