How satisfied are your customers?

High rates of consumer dissatisfaction make customer retention a significant issue. According to Qualtrics research, 80% of customers claimed they switched brands due to poor customer service. And 43% indicated they were at least somewhat likely to transfer brands following a single unfavorable customer service interaction. The most often reported reason for switching brands was poor customer service.

Identifying pain points that lead to customer disloyalty

The first step in retaining customers is identifying the pain points that lead to customer disloyalty and then devising practical solutions to these problems. You may think customers go elsewhere to save money, but that is only sometimes the case. According to a 2022 customer brand loyalty survey from PwC, ease of doing business and product value were more important than pricing.

Here are some of the most typical causes of client disloyalty.

1. Poor customer service

When clients don’t feel like a company cares about them, they’re more likely to focus on the poor service they’re receiving rather than the price or quality of the product or service itself. Customers want to feel like you have a personal interest in their needs. Investment in the client experience is a cornerstone of success.

2. Clients don’t feel valued

Consumers are more likely to stick with you even if their needs change if you give them a complete and customized personal experience and make them feel like they are valued.

3. No interaction with a live person

According to a survey by PricewaterhouseCoopers LLP (PwC), a global business advisory firm, almost one-third of poll respondents stated human interaction is essential to their loyalty. In addition, your clients want to interact with a live person when making a purchase. Therefore, you must invest in customer interaction while providing an engaging experience for your customers.

Becoming more connected with your clients

So, what can you do to become more connected with your clients? Here are a few ideas for providing more personalized customer service to your clients:

• Follow up with clients after the sale. Input follow-up dates into your CRM to touch base with your client periodically to ensure all is going well and if they are having any problems after purchasing from you.
• Build relationships with your clients. Keep detailed notes about your clients and changes such as marriages, job changes, and relocations. The better you know your client, the more likely you are to keep their business.
• Ask for feedback. Was your client satisfied with the overall customer service experience? Customer feedback can reveal areas that need improvement.

We hope you found these suggestions helpful in improving the customer experience. We take our own advice to heart. You can connect with a real person at eStaff when looking for qualified IT candidates. Your complete satisfaction is our number one priority! Visit our website to learn more about all of our IT staffing services.