Excellent customer service and high customer satisfaction must start with understanding customer expectations. You need to know who your customers are and what they want. When measuring customer satisfaction, companies generally ask customers whether their product or service has met or exceeded expectations. This is an important question to ask and is a key factor … Read More →
To deliver a great experience that builds ‘sticky’ customers, you must listen to customer feedback. Your customers are a wealth of information, more than you probably think. They can help you develop a better product, help you provide a better service, and help you offer more value. Your most unhappy customers are your greatest source … Read More →
Customer service is not a department, it’s everyone’s job. With so many businesses to choose from and so little to differentiate them, good customer service skills can help you win new business over competitors. In fact, the White House Office of Consumer Affairs reported that 70% of people buy based on how they’re being treated, rather than the … Read More →
Your customer churn rate has a direct impact on your customer lifetime value and the ability to grow your business. If your customer churn rate is higher than 10%, then even if you bring on 10% new business, you’re not going to be able to grow. In fact, you’ll be burning money on marketing and … Read More →
Monthly recurring revenue is key to the success of a service based business. That’s why it’s so important to identify ‘at risk’ customers early. Not only can you reduce customer churn, but you can also increase customer satisfaction just by listening to customers and knowing when they are ‘at risk’. “There’s nothing worse than bringing … Read More →
Building customer relationships is one of the nine customer retention strategies you can use to improve customer service and reduce customer churn. Sam Walton, founder of Walmart was famously quoted as saying, “The goal as a company is to have customer service that is not just the best, but LEGENDARY.” – Sam Walton.
It was only a couple of years ago that nearly 70% of customer complaints on Twitter were ignored by companies. Thankfully, companies are better nowadays, but it’s important to remember in a world where customers are complaining on many different customer service channels, you must make sure you’re doing everything you can to monitor customer complaints and resolve them quickly. All … Read More →