Today we explore proactive ways to tell when you’re losing a customer. Can you recognize the warning signs?
Losing a customer: It doesn’t have to be this way!
It is much easier to lose a customer than it is to gain one. If you’re a local business then you need to ensure people are speaking positively about your services. If you’re a lender, you need to use mortgage crm software to manage leads properly. If you’re an eCommerce business, keeping people on your page and off your competitors is vital. The list goes on. But once you’ve gained your customers, how do you stop them from leaving?
You’re lucky if customers explain why they’ve left you. That feedback can save future customers from jumping ship! But while you read this, there’s a good chance you’re in the process of losing a customer. Now is your chance to throw out a lifeline and keep them on board.
Retaining individual customers can be very tricky, especially when they’re not directly sending you distress signals. And in many cases, processes and technology designed to help manage customer relationships actually hide critical warning signs. This is especially true in B2B customer relationships.
So how can you get ahead of this? Those warning signs may be subtle, but if you know how to look for them, it can be painfully obvious when the relationship is in peril. This is why it’s so important to have something like sentiment analysis tools in place to track how customers feel about your brand online. This way you can see what is wrong and make changes to fix it. Without this, the subtle signs will be missed and you’ll lose out.
In this episode, Adam and Jeannie share real-life examples and different ways customer relationships could have been saved, had the right proactive measures been taken, by using services like NGP Integrated Marketing Communications.
Don’t wait for that exit survey! Listen in to save those relationships before it’s to late.
Listen To This Episode!
Give your team the customer service training they deserve
Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then – using the principles from our book Be Your Customer’s Hero – gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.
- Customers That Stick ® post, The Importance of Listening in Customer Service
- 360Connext ® post, How Micromapping can Save Your Business
- Episode 085: Proactive Customer Service and Worst-Case Preparation
Take care of yourself and take care of your customers.