Are you out of sight and, therefore, out of mind when it comes to your clients? If you’re not engaging with your clients, what’s to stop them from considering your competition when it comes to call?
Tag: Customer Retention
Apologizing is an art form that is the backbone of customer service when things take a turn for the worst. Yet, many people don’t know how to effectively apologize to their customers, therefore potentially jeopardizing that business relationship.
Things go wrong; it happens. That’s a fact you have to accept quickly. An angry customer doesn’t want to hear what has gone wrong, especially if you have made promises and then broken them in the past.
Think about the last time you bought something for yourself. After doing some initial research yourself, you probably asked some friends if they’ve had any experience with the product or service you were considering. Their answers were probably a make-or-break for your decision, right?
People’s opinions of everything are always changing, and while a solid start with continuing effort are part of what it takes to maintain customer loyalty, you can’t forget the details, says Shep Hyken in a CustomerThink article.
If you’re sick of writing, “Just Checking In,” as the subject line of every outreach email you send to clients, guess what; they’re probably just as sick of reading it.
You shouldn’t need loyalty programs to get repeat customers. Loyalty is something you must earn, writes Adrian Swinscoe in a CustomerThink article. Swinscoe says there are three keys to loyalty.
When was the last time you updated your customer service plan? If your response was a scoff thinking that your service plan doesn’t need updates, think again.
If you’ve promised your clients that customer service is your number one priority and yet are still losing them, there are a number of things that may have gone wrong. Here are a few common mistakes CustomerThink says salespeople make fairly regularly.
By now, you should know that the most profitable customers are repeat clients. Customers you’ve already worked with in the past who have been satisfied by your customer service are way more likely to buy from you again than someone new. And yet, according to an article by Liz Heiman, a sales leadership coach, not even 18% of businesses are making client retention a priority.
Are you asking the right questions to gain the most valuable feedback from your existing clients? Sure, you could send them a survey full of questions in the hopes of getting as much information out of your clients as possible. But you know most are going to take one look at that and decide it’s not worth their time. What if you could get the information you need with just two questions?