67% of customer churn is preventable if the issue is resolved during the first interaction. Customers are high maintenance, and that’s becoming more and more true everyday with increased technology and customer service methods. However, business owners can find some relief knowing that almost 70% of customers will stick around, even when an issue is presented, as long as it is resolved in the first interaction. This means that businesses need to act fast in responding to customer complaints.
How can you be sure that customer issues are resolved in a timely and satisfactory manner?
- Offer WebChat: If consumers come to you with an issue that is related to a common concern, an instant webchat response could be your best friend. This avoids the runaround of customers having to send an email through a website contact form, then wait 24-48 for a response. The quicker an issue is resolved, the more likely it is that your business will prevent customer churn.
- Respond to Negative Reviews: It’s inevitable. All businesses will receive negative feedback at one point or another. The important thing to remember when your business is hit with a customer complaint is to address it in a timely and professional manner. Remember when you receive a negative review online, everyone can see it. Everyone can also see your response, so it’s important to prove to your customer, and the public, that you are quick to respond, professional and willing to help.
- “The Customer is Always Right”: We’ve all heard this a million times- the customer is always right. Of course, that’s not true, but the truth is that you’re running a business and you need happy customers in order to succeed. Treating your customers like they’re right even when they’re not doesn’t have to be as bad as it sounds. You don’t have to give in to every customer demand, but allow your customer to complain while you listen and respond respectfully, then do what you can to make them feel heard and satisfied with your business. Instead of “The customer is always right,” think of it as “The customer is always valuable.”
Retaining customers is necessary to keep a business alive, and we all know that. It’s good news that 67% of customer churn is preventable and in the hands of a business owner or manager. Focusing on quick, effective and respectful responses to customer concerns is what makes a customer loyal to any business they work with.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!