Retaining Customers Centers Around Customer Service

Building loyalty among your customers is crucial to long-term business with them, and that’s an important goal for any company because the expense related to pulling in new customers is high. A major revelation from a recent survey from Treasure Data finds that consumers say when they have a positive experience with a brand’s customer service professional, their loyalty to that brand improves. ?That is key to retaining loyal customers.

What’s Important to Consumers?

While the goal should be to leave a shining example of how your brand can help consumers, first you need to know what makes consumers happy and upset regarding customer service. For instance, the majority of consumers say they only want to interact with one person when they call a company. Getting bounced around to multiple agents to get a problem fixed or a question answered is frustrating for consumers.

Not only do they want assistance from one person, but customers also want the process to take as little time as possible. This can only happen if the agent listens effectively and initiates a clear plan to help the consumer. It's also important to customers that the agent assisting them has all the information they need about past interactions, making the entire process fast, transparent and accountable. ?

Frequency of Communication

How much priority are you placing on the quality of service your representatives offer your customers? It’s an important question because the majority of respondents in the survey say they have reached out to customer service within the past month.

The frequency of communication means you have a lot of chances to improve your customers’ loyalty, but you have equal opportunity to mess it up if you’re not working with the right group on customer service. For example, you may have an in-house team of representatives answering your phones. Do they have the right training to do the job in a way that leaves a positive impression on your customers? Too many organizations bring in the wrong people and fail to effectively train them, which leads to poor interactions.

When you outsource to a contact center like Protel BPO, you partner with a top-quality professional that is dedicated to improving customer relationships. Our education and training programs provide all the knowledge an agent needs to provide excellent service. Contact us and find out more about our process.?