Are you listening to your customers?
Your existing customers are the foundations of future growth and improving customer retention should be the goal of every business. The more loyal a customer the less chance there is of them moving to a competitor, and a great way of improving loyalty is to be proactive with your customer contact.
A proactive contact programme means getting in touch with customers before they need to get in touch with you. Asking them about their experiences and issues, when dealing with your business, and using the information to stop similar issues arising in the future.
The benefits of being proactive.
Improve customer care – Identifying common issues means you can change procedures to
prevent future customers having the same problems.
- Fewer contact centre calls – Call customers before they call you reduces the strain on your inbound care teams, allowing them to spend more time on in-depth issues.
- Reduce churn – Customers with resolved issues are more loyal and less likely to move to competitors, reducing churn and increasing repeat sales.
- Better procedures – Improve your procedures and processes through the feedback received from customers.
Listening to your customers delivers business advantages against your competitors, however waiting for them to contact you often means leaving it too late. A proactive customer contact programme delivers better customer service, at lower business costs.