Customers of the World Database
Customer Experience stories from around the world
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Where customer retention begins
Do you sometimes believe your interactions with customers don’t impact your bottom line?
“I don’t have 20 minutes to talk to you”
If your organization takes over a year to solve a customer’s issue, the problem is not with the customer, the problem is how your organization is dealing with it.
Don’t be so quick
What was true for a customer yesterday might not be true today.
You like me, right now, you like me!
It doesn’t take much to treat your customers with thoughtfulness creating a genuine human connection, but the payoff is huge.
Customer Retention 101
How do you know that you wouldn’t react in the same way? Who are you to tell someone their concerns aren’t valid? How do you feel when someone tells you that your own worries aren’t valid?
It’s not what you say; it’s how you say it
Customers aren’t generally motivated by threats. Customers are motivated by incentives such as their own health & well-being.
For whose benefit?
By serving its customers and looking out for them, this organization is also benefiting. Win-win.
Dollar signs
A customer can sense from a mile away when you are more concerned with your own needs than with theirs.
Forest for the trees
Any customer interaction or purchase is not merely about a sale, instead, it’s laying the groundwork for potential future sales.
New isn’t better than old
To say to a customer, “no, you’ve spent too much money here to warrant a discount” is absurd.
Free advertising
So easy to do and pays off in the end.
Business development or business denied?
If this is how you treat a potential client, how do you act towards your paying customers?
Virtual experiences
That effort, of doing what you can, rather than focusing on what you can’t, will be remembered by your customers.
What not to do
Not only does this type of action look bad, it makes customers less likely to return when classes resume.
Communication
Each customer transaction is an opportunity to show a customer who you are as an organization – your ethics as well as your quality of service.
Don’t abandon your customers
Many businesses can’t currently operate as they usually do, but that doesn’t have to mean abandoning your customers.
Hiding behind a screen
Customer service operations that worked in the past may not work now.
Rewarding customer loyalty
There’s a difference between customer loyalty and customer retention.
Stay in business
Products are replaceable. Relationships are harder to let go of.
Let Them Talk About You
How can you demonstrate to your customers that you understand their struggles and challenges? How can you create a customer relationship that they never want to leave?