“Loyalty” and “customer retention” are often found in the same sentence. Why? Because without having loyalty to a brand, consumers simply don’t stick around for more than one purchase. Does a one-time purchase mean the product was bad? Maybe. But more often than not, it was the customer experience that lacked.
Quality customer care means a lot today as consumers place high importance on the way they are treated by the organizations where they spend their money. It’s well reported that since the onset of the pandemic, customer expectations are at an all-time high and that is not going to change anytime soon. If you’re not proving to your customers that they are valuable to you, you’re going to lose them.
Economics and Spend
Budgets are tight. Consumers are spending less, but that doesn’t mean they aren’t keeping tabs on quality brands and ones that don’t deserve their business. In fact, according to a report from Salesforce, poor customer service results in a loss of $62 billion a year in the U.S. alone.
The report also found that when a customer leaves a business, only 9 percent of them will let them know why. This leaves a lot to question, but assuming that a company has done its research and knows what products and services to offer in order to fit the target audience’s wants and needs, there is a good chance that their customers aren’t returning because they don’t feel valued.
Outsourcing for Improvement
Did you know that a customer is four times more likely to buy from a competitor because of the customer service rather than anything related to price or product? You can charge more for what you offer the customer than the competitor and still get their business simply because you know how to treat them.
When building customer loyalty becomes your top priority, partner with a trusted contact center to handle your customer service. The best experiences come from agents that are passionate about helping customers, are well-trained and great communicators. This only happens in companies where training is a top priority.
At Protel BPO, we have a singular focus, which is to provide the best possible customer experience. We do this by learning everything there is to know about a brand, every answer to any question one of their customers could have and by fully buying into the company culture. Contact us if you’re curious about how we can save you money and build your customer base.