Too many companies fall into the trap of ignoring the role customer service has in customer retention and its effect on the bottom line of the business.
Innovative Contact Center Customer Service & Proactive Customer Contact SolutionsMany companies think that they are exemplifying care for their customers simply by focusing on providing their services or goods; however, the importance of customer service and proactive customer care is often overlooked.
Consider the following statistics:
- A customer is four times more likely to defect to a competitor if the problem is service-related than price- or product-related. (source: Bain & Company)
- It takes 12 positive experiences to make up for one unresolved negative experience. (source: “Understanding Customers” by Ruby Newell-Legner)
- 80 percent of a company’s future revenue will come from 20 percent of its existing customers. (source: Gartner Group)
- Contact center satisfaction affects consumers’ willingness to repurchase, reluctance to switch, and likelihood to recommend. (source: Forrester)
The reality is that it only takes one negative experience to cause a customer to leave a brand.
The good news is that businesses can utilize their contact center to proactively anticipate and address customer needs to increase customer satisfaction and loyalty. Here are a few reasons why proactive customer care and excellent customer service are the keys to success, as well as a few tips on how to execute an outstanding customer service strategy.
Create Positive Customer Service and Improve Customer Retention
According to Forrester, it costs five times more to acquire new customers than to keep current ones. Studies by kissmetrics.com also found that globally, the average value of a lost customer is $243. These statistics exemplify a key point: never underestimate the value of customer retention. Engage, inform and assist your current customers in the best way possible to show them that they are valued and to keep your best customers right where they are – by your company’s side.
Learn About Your Customers
Many companies believe they know exactly who their target audience is and exactly what they want. However, research conducted by Bain and Co. shows otherwise.
According to its study, 80 percent of companies surveyed said that they offer superior customer service, but only 8 percent of those companies’ customers agreed with them. The key to creating a successful proactive customer care campaign is to first truly know your target audience’s preferences and needs.
One way that businesses can utilize contact centers to achieve this feat is by using testing, research and data collection to learn the means of communications that their customers prefer. By using tools to anticipate customers’ needs, and then contacting them the way they want (through email, text messages, social media etc.), in a time and method that is convenient for them, they will be more receptive and you will ultimately increase customer satisfaction and will save money in the long-run.
Utilize Social Media for Positive Customer Interactions
Social media gives businesses the opportunity to interact with customers in a unique way. Incorporate social media into your proactive customer care strategy to discover issues that affect consumers and to offer them more flexibility in communicating with your company.
Take advantage of social media to monitor consumer conversations, participate in discussions that can impact your business, and ultimately engage with consumers and create a quality experience that will increase customer loyalty.
Customers thank companies that offer them excellent customer care by continually choosing to spend money with the business over a competitor, remaining loyal to that company and by also spreading the word, ultimately helping the company gain new customers. Boost your chances of retaining valuable customers and ultimately increasing your company’s overall revenue by utilizing your customer contact center to execute a proactive care strategy that offers your customers convenient, useful information when they need it.
Position your company for success and growth by engaging your customers with better customer service and making your customer contact center a loyalty-creating machine!
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