Customers want good service when they deal with their suppliers, and why wouldn’t they? Of the customers who change vendors, 66% do so because of high prices and fees, while 32% switch due to major service issues, like errors or failures. Most importantly, keeping customers means making them feel appreciated. Your business would not exist without people ready to buy your products and services, and all your customers truly want is to be listened to.
Customer loyalty can be complicated. More than 40% of consumers claim they won’t switch suppliers in the next year, but 82% have changed at least one supplier in the last five years. Banks, cell phone providers, and insurance companies are some of the industries with the highest customer turnover rates.
One of the best ways to bolster this success rate is to invest in customer service options to reach consumers on their terms. Though phone correspondence remains the top preferred method of supplier contact, 42% of customers have reached out to suppliers through channels other than phone. Online chats are growing in popularity and among customer feedback, 57% are happy with the results and mechanics of live online chat options. As far as interactions between consumer and supplier go, customers expect representatives to understand where they are coming from. This takes the form of call center agents knowing a consumer’s service history, being proactive in informing consumers about problems and offering options to resolve them, and even keeping the call center within the home country are among the top features consumers look for.
A business’s consumer base is an asset. Don’t waste it. Give them the best service to keep them sticking around. Take a look at this infographic for more on consumer concerns, how to keep your customers happy, and how you can make or break your customer loyalty rates.
Infographic Source: CallMiner