A potential recession makes keeping customers all the more important. There are alot of reasons why you can lose a customer. Some reasons are out of our control, and some are in our control. However, if the customer has no obvious reason as to why they no longer do business with us, we need to try and find out why and win the customer back.
The big reason some customers leave is that they feel a lack of appreciation from the business. Well customer service is one area in our control and can help with this issue.This is where a strong customer service training and monitoring program will help.
Another great option is to have a customer winback program. Very few businesses have a customer winback program, so you would benefit in 2 ways: by winning customers back, and cause customers to be word of mouth champions.
First we need to contact the customer through various means and show them that we actually care. Then followup on the reason they left and fix the issue. Then offer a strong winback offer to win the customer back. Plus ensure the staff know why some customers are leaving and train and monitor them for great customer service.
The customer winback program will help keep customers and ensure you increase your total of smiling customers.
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