Preventing Customer Churn

Listening to your customers may be the secret sauce to business success, so why are so many companies flat out ignoring them? All businesses depend on repeat customers to stay in business, so keeping your existing customers happy is crucial to long-term business success. That means when your customers call with a complaint, you have to do everything in your power to ensure they feel heard and to respond appropriately to their complaint. It turns out that most customers just want to feel heard and not ignored, which is a fairly simple thing to accomplish.

 

A good call center experience has greater power for retaining customers than a poor experience has for losing them - 82% of customers say they would switch services after a bad call center experience, while 91% say they would stay with a service provider after a positive call. In addition to things like rewarding repeat customers and keeping prices low, empowering call center operators to make customers happy is a great way to ensure your business sticks around.

 

Keep a detailed history about customers when possible and never underestimate the power of saying you’re sorry and making it right. Learn more about reducing customer churn from this infographic.