Focus on customer retentionOne of the main reasons for customer attrition is dissatisfaction with a company not showing they understand their customer. Research has shown that customer service directly impacts customer satisfaction and with that attrition rates (1, 2). Having your customer service personalized and targeted on each individual customer is therefore vital. An added advantage to increasing the customer happiness, is
that they are likely to promote your company to other potential customers. Increasing the focus on personalized customer service is therefore an investment that pays off.
But how do you improve your customer service? First of all, customer service is not the one way communication channel it once was for many companies. Customers expect their answers just a few mouse clicks away and will need an easy way to interact with your company if their query isn't properly answered by the information on your website. In that case your customer expects a personalized and timely response to the interaction they initiated. Customers also expect companies to initiate a personalized and targeted message in case of recalls, warnings or other valid reasons why a customer should be informed. If companies want their customers to be happy they need to provide excellent service to your customers on an ongoing basis. Imminent and enthusiastic response are a start, having a special offer or discount with the hope of up-selling the customer is even better. Every interaction with your customer is a chance to get to know them better and to anticipate on their needs.