You've probably heard this one before: You spend more attracting new customers than retaining the customers you already have! Yes, believe it or not, the statement couldn't be more true. The customer acquisition cost (CAC) of new customers is infinitely greater than the cost and effort required to retain and build loyalty within your customer base. So why do many companies still fail to give due attention to certain factors that can positively or negatively influence the customer experience and, consequently, their profits? How do you retain customers for your provider? We present below some Interesting points to consider for those seeking to build customer loyalty!
Technical quality
How do you retain customers for your provider? Start with a A stable and high-quality product or service. Before aiming to exceed expectations and surprise, deliver the basicsIn other words, what he promised to deliver!
No customer will remain loyal to their provider if their internet is constantly dropping or unstable. If their digital phone loses signal or the TV goes out! If problems like these happen frequently, it's necessary... direct your attention to the technical quality of your product/service..
Errors and technical problems happen. But The recurrence of these issues not only tarnishes your business's image but also undermines your customers' trust., who will think twice before renewing or recommending their provider.
Trained team
Yes, problems and errors will happen (no matter the level of technical quality of your provider). How you and your team respond to them is what can differentiate your business from the competition.
Having a highly skilled, well-informed, and up-to-date team to make decisions and act assertively in times of crisis is very important.Invest in training and refresher courses with each department. Not only will you be equipping your team to perform better, but you will also be contributing to their motivation and self-development.
An inexperienced, uninformed, or demotivated team only generates dissatisfaction and loss of customers.
Differentiate yourself
Have you already perfected your service or product and trained your team? Then you're ready to take the next step: Stand out from the competition!
The internet and telephone provider market is highly competitive and features increasingly similar products across companies. Ask yourself: "What will make my client not switch to the neighbor next door?" Many will answer "price"! But The customer's focus is not necessarily on lower cost, but rather on the perception of value and the fulfillment of their expectations. Many customers don't mind paying a little more if they feel they are getting a unique and differentiated service or product.
Therefore, Try investing in diversifying and differentiating your services! Become competitive by offering what no competitor offers. And stay attentive to the market, always seeking to optimize your unique selling proposition.
Excellent service!
The Achilles' heel not only of providers, but of the vast majority of companies: customer service! The challenges are significant: providing 24/7, multi-platform service with fast queues, high resolution rates, personalized service, and low cost! Is it even possible?
If you're looking to retain and build loyalty with your customer base, your business needs to pay special attention to customer service.More specifically, three central points: fast, personalized and efficient service.
The biggest complaint from customers regarding service is the long wait to be attended to. Who hasn't spent long minutes listening to music on repeat while waiting to be served, right?
Expanding your customer service base by investing in personnel helps! But In the long term, the key is to rely on chatbots (customer service robots). For resolving simple requests and filtering customer service inquiries, look for software and platforms that can integrate all your channels, add these chatbots to your workflow, and organize your queues. Platforms Matrix OMINI and TALK They help precisely in these areas and have been widely used in the market for years!
Personalize your service! With the help of a CRM (Customer Relationship Management) Integrated, its service provides useful information for Continue contacts, act proactively, and surprise your clients.Much more than predicting and addressing the customer by name, personalizing service means studying and directing valuable content to the right customers; exploring opportunities and adapting to different demands and scenarios.
And most importantly: Listen to what your customer has to say! Listen, above all else! It's common for customer service representatives to operate based on pre-programmed scripts, which ends up eliminating any chance of natural interaction and consequently undermining what the customer has to say. Train your team and strive to listen to and understand your customers' requests and feedback..
Not only will you be able to resolve their problems and requests with much greater effectiveness, but you'll also gain insights and ideas for improvements and adjustments to implement! No one is better suited to tell you where to focus than your customers!
Therefore, work on and develop your provider not only by targeting new or potential clients. Growth also involves the satisfaction and maintenance of current relationships. with their long-time clients. Retaining and building loyalty with them is the path to healthier development.Who knows, maybe in time, your own customers will become your best advertisement!
