You worked hard to earn their trust, now it’s time to know how to keep them.
This article is letter (R) of our “Customer Support" series where we write an article for each letter of the phrase. “Customer Support" studies how companies can best help people in the digital age. Find links to more articles in the series below.
It takes a huge amount of time, investment, and resources to onboard new customers. Customers today also carefully research which brand will best help solve their problems. With all that effort on both sides, customer retention is a win-win for everyone.
Consistency
Customer-Journey Consistency: Superior service, clear policies, rules, and supporting mechanisms to ensure consistency during each interaction
Emotional Consistency: Build trust through positive experiences
Communication Consistency: Keep your promises! Lean towards under-promising and under-delivering
Action Fueled By Listening And Empathy
Lisa D. Dance, Customer Experience/User Experience Consultant and Founder of ServiceEase, emphasizes listening to customers must be paired with action. Action without empathy is futile and listening without action becomes useless.
Real Connection And Strong Relationships
Build a strong relationship with customers by showing empathy, treating customers as individuals, and providing excellent customer support. Nothing will provide better customer retention than strong loyalty.
Word Up:
Despite all our technological advances, customer retention relies on timeless values like consistency, connection, relationships, listening, and empathy. Technology can’t replace these, but they can sure help deliver a genuine experience to everyone.
This article is letter (R) of our “Customer Support" series where we write an article for each letter of the phrase. “Customer Support" studies how companies can best help people in the digital age. Find links to more articles in the series below.
(C) Your Key To Success: (C)ustomer Support
(U)tilize Positive Customer Reviews To Promote Your Brand
(S) 3 Brilliant Ways To Makes (S)ales With Customer Support
(T) 3-core-components-for-a-happy-effec(T)ive-customer-support
(O) Why Chatb(O)ts Are Crucial To The Future Of Your Business
(M) Best Practices For Live Chat (M)essenger Customer Support
(E) It’s All About The Best Customer (E)xperience
(R) Never Lose Your Customers Again With These (R)etention Tips
(S) The (S)elf-Service Customer Support Phenomenon And You
(U) Where To Start With (U)nderstanding Your Customers?
(P) Want A Thriving Business? Focus On (P)ersonalized Customer Support
(P) What NOT Using Customer (P)ersonas Costs You (And How To Fix It)
(O) How To (O)ffer Proactive Customer Support
(R)ealtime Livechat - Are You Prepared For A Good Thing?
(T) Customer Support (T)ools Of The Future
