Can You Hear Me Now? Preventing Customer Churn

48 sec read

For every business, customers are one of the most valuable asset. Even just one positive impression can be invaluable to reducing customer turnover and can help promote customer loyalty. But in 2018, that’s easier said than done as consumers are likely to switch suppliers frequently for a multitude of reasons.

Customers expect high quality service just as much as they expect high quality goods, especially when interacting with a supplier due to an issue. High prices and rates, serious unresolved issues, and failure to solve problems during first contact are among the top reasons cited for customers switching suppliers. While it’s not always possible to control technical issues or pricing structures, there are ways to serve customers as effectively, and of course personably, as possible.

The rise of online chat has made communication for quick or small questions much easier and 42% of consumers have interacted with a supplier online, with many of them expressing satisfaction with the results. However, most consumers, 45% in fact, prefer telephone as their preferred channel to contact suppliers. Customers expect call center staff to be knowledgeable, know their own service history, and to communicate issues and what is being done to solve them clearly.

For consumers calling suppliers, 38% express they just want someone to listen to them; yet only 23% end up feeling heard. Are you listening to your customers?

can you hear me now

Brian Wallace Brian Wallace is the Founder and President of NowSourcing, a leading infographic design agency in Louisville, KY and Cincinnati, OH which works with companies ranging from startups to Fortune 500s. Brian has been named a Google Small Business Advisor for 2016-present.

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