Customer churn is the rate at which customers stop doing business with a company or service. It is a major challenge for media sales professionals, who need to retain and grow their existing accounts while also attracting new ones. In this article, we will explore some of the most common mistakes that cause customer churn and how to avoid them.
One of the biggest reasons why customers leave is because they feel that their needs are not being met or understood by the media sales representative. This can happen when the salesperson does not ask enough questions, listen actively, or tailor the solution to the customer's goals and challenges. To prevent this, you need to conduct regular needs assessments, follow up on feedback, and demonstrate how your media products or services can help the customer achieve their desired outcomes.
Treating all customers the same:? Failing to personalize communication and offers based on individual needs and preferences makes customers feel like a number,?not a valued partner. It's important to ensure the customer is engaged and feels a sense of value. Ignoring feedback can also lead to churn. Not actively seeking,?listening to,?and acting on customer feedback shows a lack of interest in their needs and concerns,?pushing them to seek alternatives.
Another common mistake that causes customer churn is not delivering value to the customer. Value can be measured in different ways, such as return on investment, satisfaction, loyalty, or referrals. If the customer does not perceive that they are getting enough value from their media purchase, they may switch to a competitor or reduce their spending. To avoid this, you need to communicate the value proposition clearly, show the impact of your media solutions, and provide ongoing support and guidance.
Customer attrition factors: 1. Inadequate service 2. Disregarding customer rights 3. Failure to fulfill commitments 4. Inappropriate offers 5. Outdated information 6. Lack of diversity in products/services 7. Slow adaptability to market changes
A third common mistake that causes customer churn is not building strong and lasting relationships with the customer. Relationships are the foundation of trust, loyalty, and retention in media sales. If the customer does not feel that they have a personal connection with the salesperson, they may be more likely to leave or look for alternatives. To prevent this, you need to show genuine interest in the customer, be responsive and reliable, and add value beyond the transaction.
Por experiencia personal No tengo Clientes, tengo Socios. Hola que tal!!! Cuando a un cliente lo tratas con familiaridad te hacen de su familia. Yo te hablo desde mi experiencia que aunque me cambié a empresas similares me seguían para comprar los productos que ofrecía. El éxito radica en NO MENTIR y AIDAS las personas se comen la última y MáS IMPORTANTE LETRA S DE "SATISFACCIóN" Un cliente satisfecho vuelve una y otra vez que ya ni se fija en los precios, porque te valora y a tu producto o servicio. Gracias por leerme. Saludos Pily.
A fourth common mistake that causes customer churn is not managing expectations effectively. Expectations are the beliefs or assumptions that the customer has about the media sales process, the product or service, and the results. If the expectations are not aligned with the reality, the customer may feel disappointed, frustrated, or deceived. To avoid this, you need to set realistic and clear expectations, communicate frequently and transparently, and address any issues or concerns promptly.
Por experiencia en el mundo Online y Offline algunos casos suelen EXAGERAR BENEFICIOS QUE OFRECEN. Hola que tal!!! Buena comunicación y claridad en el ofrecimiento es lo adecuado, explicar para que sea entendible sin lenguaje rebuscado y DAR VALOR, más del ofrecido es Clave para una satisfacción TOTAL del cliente. Seguimiento y continuidad constante con un buen equipo de ventas preparado es esencial para su retención . Toda la estructura organizacional va ligada, de nada sirve el mejor equipo de marketing y las mejores estrategias si el equipo de ventas te lo echa a perder y muchas veces otros departamentos como cobranzas que no tiene la preparación adecuada para un trato directo con ellos. Saludos Pily.
A fifth common mistake that causes customer churn is not adapting to changes in the customer's situation, preferences, or behavior. Changes can occur due to various factors, such as market trends, competitor actions, budget constraints, or new goals. If the salesperson does not recognize and respond to these changes, they may lose relevance, credibility, or opportunity with the customer. To prevent this, you need to monitor and analyze the customer's data, anticipate and proactively offer solutions, and seek feedback and suggestions.
Customer churn is a costly and preventable problem for media sales professionals. By avoiding these common mistakes, you can improve your customer retention and loyalty, and ultimately increase your revenue and reputation.
Comentarios relacionados hacia dentro de la empresa: Grave Error NO escuchar a los Colaboradores que están en Trato directo Con Los Clientes. Quitar o Corregir Los Procesos o Procedimientos que le Quitan o Restan Energía o Tiempo a Tu Personal de Contacto con los Clientes. Alinear y Cuidar (Todas las áreas) Todo el Proceso de Servicio y Cumplimiento Al Cliente. Que Tu Mejor Publicidad Sea la Recomendación de Tus Clientes. Crear Cultura de Digitalización e Innovación en Tus Empleados Capacitación y Motivación constante en Tu Personal. Establecer una Cultura de Reto, Reconocimiento y Recompensa en el personal de la Empresa. Medir de Manera Sistematica el Ambiente Laboral. (evitar la Rotación y la Renuncia Silenciosa) Saludos.