Recurring customers are the most profitable for a long-term business, so high churn (losing customers) can be a great villain for most companies. This is because companies with high customer turnover rates need to spend greater sums on marketing, relationship, and acquisition of new customers to try to replace consumers who leave the relationship with the company.
And although not all managers pay attention to the high cost of attracting new customers, this is a very important point for the success of a business or Virtual Assistant Agency, considering that conquering a new customer costs 5 to 7 times more than keeping an existing one. In other words: if a manager doesn’t want to suffer losses, he needs to do everything not to lose his clients.
Does Not Offer Effective Customer Service
Many studies claim that poor customer service is the most common reason consumers give up maintaining relations with a company. Inefficient customer service makes a consumer opt for the competition without hesitation, so your company needs to be aware of this. Ensure your customer service is polite, happy, and equipped with the necessary technological tools to provide good service.
In addition, train your team well and make sure they will be free to choose the best solution in the case of conflict resolution. Remember that the customer with the problem does not want to know about policies. He wants the conflict to be resolved. Consider hiring outsourced services to offer more convenience to the consumer.
Your Service Or Product Has Some Flaws
Be honest with yourself: Do you sell really good products or services? If you were a customer, would you pay for your services or go to the competition? Is your price fair and adequate for the quality of your services? If the answer is not positive for your company, you may have found the answer to high customer churn rates. In this regard, it is worth surveying the main reasons that lead your customers to request assistance from the SAC. With this analysis, it will be possible to see the flawed points to apply improvements.
Delay In Resolving Customer Problems And Requests
Imagine your client contacting you asking for a quote on a certain product or service. Thirty days later, the sales department contacts the consumer with the return of the answer. The customer is left with a question and responds immediately. Two weeks later, your team clarified the customer’s query. If the customer is still minimally interested, your response will likely find him quite irritated with the delay, and it is unlikely that this consumer will have the confidence to do business with you – that is, if he has not yet left for the competition. In other words, your company such as Hit Rate Solutions for example needs to be fast: in service, delivery, response, conflict resolution, and so on. Do not think your consumer will wait for you when the competition is increasingly competitive.