How to improve your customer retention process? – kapdesk

customer-retention-process

It starts with excellent customer support

One of the prime reasons for customers developing loyalty to a particular brand is customer service. A superb customer support can discern the tone and the body language of the client, and give him an adequate suggestion. Amazingly, the two things that make customer service interactions bad are the same things that make it good. They include,

1. Speed of resolution
2. The customer having to explain the nature of the problem more than once

This implies:

* You do not measure the speed of problem resolution as one of your core customer service metrics.
* In the best case scenario, your customer should not have to deal with multiple customer care representative to solve their problem.
* Cases where your customers do require assistance from more than one person, they should not have to explain the whole problem again. Your customer support executive should be able to look at the problem and figure out where the conversation was left off. This would lead to a much smoother conversation as there would be no repetition.

Keep up with the current customers

You won’t have any repeat customers if your customers forget about you. So, it is important that you keep up with your current customers without coming across as obnoxious. To accomplish this, you can use social media and email support.

Using these channels, you can send them information that’s relevant to them.

So, in conclusion, the three most important questions that you need to ask yourself to get more repeat customers onboard are:

* What steps can be taken to reduce the response time and the problem resolution time of the customer service team?
* What steps need to be taken to improve customer engagement with the product you are selling?
* How can you help your customer improve their ROI?

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