As described in our previous blog post, brands nowadays must take proactive measures to satisfy customers and gain their long-term loyalty. To reduce customer churn, it’s vital to focus on how the customer experience as a whole may be improved at various touchpoints. Here are five more tips to consider in order to reduce customer churn.
Exceed customer expectations through proactive service.
Savvy brands know that exceeding customer expectations is better than simply meeting them. A proactive approach is an excellent way to win over customers, as it shows them that your brand has considered their needs well ahead of time. Examples may include informing customers in advance of technical issues with products or services or simple web maintenance, making deliveries easy to track, offering live chat options when customers search your brand site, and the like. Lastly, if your brand at any point causes customers inconvenience, make sure to use goodwill gestures (such as vouchers) as a way of making amends and showing appreciation for their understanding.
Improve existing products and services.
If your products and services are always of high quality, your customers simply won’t want to leave. Indeed, one way to reduce customer churn is to constantly work on improving existing products or services without necessarily asking customers to pay for the improvements. For example, a telecommunications company that improves internet service with a faster connection is likely to win the long-term loyalty of current customers. Why switch brands when a service is just getting better?
Reach out to unhappy customers.
Whenever a customer is at risk of leaving your brand or has already decided to do so, it’s essential to understand the reasons why. Making a call or reaching out on a preferred channel can yield insights into your brand’s weak points and, through genuine and proactive measures, just might convince such customers to give your brand another chance.
Empower customers through self-service.
Automated service options empower customers as they save them time while demonstrating your brand’s efficiency. Offering such tools as IVR options, prioritized callbacks to avoid hold times, and thorough FAQ resources online are all ways to provide efficient self-service options. When a customer can solve an issue on his own, there is a much greater incentive to remain loyal to a brand.
Be consistent in values and practices.
Reliability and consistency are essential to any brand’s reputation. Needless to say, the very first thought a customer has of your brand should be a positive one, and there are many ways your brand can deliver this. If your brand has a certain affiliation such as being eco-friendly, then all products, services, and general business practices should clearly reflect that. When you a promise a delivery at a certain time, your brand must deliver on that promise. If something goes wrong in the process, the follow-up should be clear and fair to the customer. By standing for good principles and backing up these ideas with action, customers will better understand, respect, and ultimately support your brand.
Customers have choices, and it’s up to brands to deliver the very best customer experiences that win long-term loyalty. To truly reduce customer churn, brands must make a consistent effort to understand their weaknesses, highlight their strengths, and always put the customer first. Learn about Vocalcom contact center software solutions for delivering excellent omnichannel customer service.
- Previous article : 10 Tips to Reduce Customer Churn: Part 1
- Next article : Giving Customer Service a Human Touch in Our Digital Age