When it comes to marketers, C-suite leaders, financial teams and the management, business growth is invariably about customer acquisition. But, considering that it costs 5 to 7 times less to retain customers and 80 percent of sales come from 20 percent of your customers, customer retention management should be an equal concern.
In the quest to reach fresh markets and acquire more clients, it is imperative businesses don’t ignore the ones already there. So, whether it’s customer retention rates, customer lifetime value, referrals or word-of-mouth marketing, net promoter score, customer reviews, renewals and up-sells, profits can be generated through strategic services. Brand advocates can also have a positive impact on the bottom line.
Customer care requires a mindset of dedication by B2B and B2C businesses. So, whether your customer service agents or reps or customer relationship managers and implementation specialists are considered, you need to go past typical customer service skills. Putting employees first is important. Even when individuals don’t have a F2F conversation with clients, each team from finance, to product and marketing, make decisions impacting the customer. Marketing and customer success teams need to focus on moving past transactions and working on positive customer experience.
#1 Rapport Building
Understanding the customer is a key problem for anyone in a client servicing role. According to MarketingProfs, empathy impacts business bottom-lines. When one interacts with customers and prospects, there’s a degree of humanity and responsiveness involved. We operate in eras of empathy deficits in business. This can impact your ability to carry on customer conversations.
One-on-one customer interactions with the customer success team are the most effective ways to show empathy. Whether you’re on phone, live chat or social media customer care, it is important to understand you are talking to a real live person. Customers are individuals with preferences, not just statistics for spreadsheets. Lifelong brand advocacy is only possible when a brand promotes authenticity and credibility through extensive rapport formation.
#2 Clarity of Communication
Communication skills are vital to customer retention management. Service reps can explain the potential solution to customer problems in clear, concise ways. Clear communication skills mean working without jargon and communicating well to get your point across. Verbal or non-verbal, communication matters.
According to classic research studies, only 7 percent of communication constitutes the words spoken. Remaining elements of communication are oriented towards non-verbal signage one gives individuals. Around 38 percent of such non-verbal communication constitutes tone and voice. Around 55 percent of communication depends on body language. So words need to match up to gestures.
#3 Problem-Solving Skills
Problem-solving is what customer retention management is all about. Interaction skills with customers need to be exceptional, for effective client retention. Clients want problems fixed immediately. Great customer service means getting to the heart of the problem and coming up with a solution.
Customer service reps need to be able to understand customer concerns and respond well. Service reps need to be able to interact and respond well in time. Positive language is the key to communicating and sharing information. By using positive language, customer service managers can overcome customer problems if they have one.
#4 Listening Skills
Even though customer reps may face the same issue from the customer multiple times in a day, it is imperative to listen to each and every concern. Customer problems could be common on the surface, but there may be crucial concerns that need to be considered. Customer experiences vary and if assumptions are made, this can lead to ineffective resolution of concerns. Improve listening by taking notes and avoiding interruptions. Encourage customer care representatives to increase productivity through effective listening skills.
#5 Confidence & Competence
Confident customer care reps are a positive reflection on the brand, raising company trust and credibility. Proper and effective Pathwwway limited training and internal communication channels can troubleshoot new customer issues as they provide reps with the confidence to excel. Empathy, listening skills and effective problem solving are part of the process, but confidence is also essential.
#6 Resilience & Effective Management Skills
People call customer care when they are faced with issues in service delivery. This means customer service representatives need resilience and effective management skills to deal with concerns while maintaining a positive attitude. Resilience is also required when support agents need to initiate retention management in the face of customer concerns which are not easy to solve. Customer service representatives need to go the distance and spend extra time to ensure issues are resolved.
#7 Building Trust and Credibility
When it comes to customer service, authenticity goes the distance. Fostering trust and building brand credibility is important so that the best solutions are offered to each and every customer. When there’s a standard customer care script, customers may turn out to be outliers. Cookie-cutter solutions cannot work for a unique individual situation and one needs to be ready to adapt to each one. Adapt to customer queries and leverage this skill to make clients feel valued.
#8 Time Management Skills
While working for customer retention management, the customer service sector needs to focus on time management skills. These are essential for resolving queries in a timely manner. Quick response time is the key to successful retention. With many customer relationship managers as well as implementation specialists to take care of, it is important to ensure customers are taken care of. This is where time management skills come into play.
Customer support teams juggle multiple concerns and queries. Therefore, strategic time management is absolutely essential. Be clear about on-boarding calls, the time taken to budget for responding to emails, preparation required before meeting with a customer and prioritising time management while researching answers to customer queries. Customer service reps can maximise productivity by working to prioritise their tasks.
#9 Strong Work Ethic
Customers appreciate a representative who can be accountable, take responsibility and see the problem through to a quick resolution. Staying focused on goals is critical for achieving the right balance. Ultimately, customers rely on individuals for knowledge of products. Staying informed is critical for facilitating quick and timely resolution of customer issues.
#10 Working on Key Touchpoints
At any point in the customer retention life-cycle, a negative customer experience ruins the relationship. To ensure the right skills are demonstrated, these need to be consistently honed. Customer retention management specialists need to have a complete picture of the customer experience and improve interactions with clients. Delivering a positive customer experience is all about enhancing customer service strategies. With every retention target attained, businesses can move forward and net profits, harness ROI and simply thrive.