Customer Retention Strategies

Are you looking to improve customer satisfaction to maintain customer retention?  It’s understandable in today’s world.  In the cable industry alone, a vast amount of “cord cutting” has taken place due to all the alternative competition in the Web era.  It is a proven fact that customer retention rates greatly impact the success of a business.

But why do customers leave in the first place?  According to Client Heartbeat, 68% tend to leave because they were “unhappy with the service they received,” 14% were unhappy with the product or service itself, and 9% decided to use a competitor.  The good news is there are ways to improve customer retention, and we here at Robert C. Davis and Associates are experts in this field.

Establishing Preventive Measures

The first part of the customer retention process is a preventive measure: turning angry customers into happy buyers.  Several elements must come together to make this possible.

1) Proactively ensuring customer satisfaction.  Checking in with customers while they are still happy with the product reassures them that you are committed to their customer service.

2) Trained as experts. It is also important that your customer service representatives (CSR’s) are trained experts. An agent who knows everything about the product or service and why a customer would complain about it is an expert, and experts are better equipped to convince disgruntled customers that a solution can be found.

2) Being absolutely engaged. Aside from the technical aspects of training and interacting, the CSR must be engaged.  In other words, taking a vested interest and let the customer know that you’re listening.

These tips ultimately contribute to our own personalized Quality Conversation process at RCDA.  We have been proven to safeguard customer satisfaction.

Turning Subscription Cancellations into Renewals

Engaged employees are a must, as oftentimes, the first reason for cancellation offered by the customer is the heart of the matter.  Our studies of cancellation calls show that 53 percent of the time, the first reason listed is not the real one.

Here’s a scenario:

Jack, a two-year customer of a wireless company, calls to cancel his service which is soon expiring. Jack tells Erin, the customer service agent, that the reason he is cancelling is that it’s too expensive. Erin, a hardworking and committed agent, investigates a little more and discovers that Jack wants to switch to a new wireless provider. When Erin discovers this, she understands the real reason driving the cancellation call is not that the service is too expensive, but that there is a better offer from a competitor. Knowing this, Erin tells Jack that the other competitor’s service has less coverage in his area and that’s why it costs less. Jack decides to renew his contract for another two years.

At Robert C. Davis and Associates, we have a discovery process that addresses all customer concerns—even the underlying issues that may be leaving them dissatisfied. When CSRs actively listen and engage with the customer, they are more likely to engender satisfaction by utilizing the information that the customer offers in conversation.

Customer Retention Strategies Served by Experts

We believe struggling customer call centers need fundamental changes in dialogue and customer service culture to make any improvements in customer retention.  We combine formal instruction with real-time, on-the-floor training and skill transfer to equip call center agents with the highest caliber of customer care.

Don’t settle for just any call center training provider. Change, achieve and sustain with RCDA. For more information, contact us today.