Customer Service and Retention
Larry J. Fontana
I refer to the article titled, ‘5 Ways to Improve Customer Satisfaction and Retention.’ Businesses must be on top of their game at all times, concerning customer experience, service and support. By investing in retention strategies, companies can reduce marketing costs. It is six to seven times more expensive to get a new customer than to keep an old one (Customer Satisfaction.)
The first-way discussed is, deliver frictionless customer experiences. Consumers are seeking seamless shopping experiences regardless if it is a one-time or repeat purchase with a vendor. Although over 80 percent of companies are investing in smart experiences, AI, chatbots, Robotics and CX solutions, their results are falling short. Companies tend to approach customer experience through a lens of what they would like their customers to do on the purchase journey, not the paths and decisions their customers are actually taking.
Too often brands justify automation-journey steps based on where costs can be reduced, which does not work. They and their customers would be better served by applying automation where customers have expressed a desire for self-service. Working from customer desires makes it easier to define a winning customer-experience strategy through frictionless automation.
The second-way strongly states how vitally important it is to deliver easy to access and high-quality customer support through multiple channels; however, achieving that is easier said than done. Companies are beginning to realize there is a direct correlation between customer experience and the bottom-line. The right customer experience can result in an increase in new customers and higher retention rates.
The third-way is to automate-customer-interactions…
References
5 Ways to Improve Customer Satisfaction and Retention. (2020, April 24). Retrieved November 18, 2020, from https://www.cgsinc.com/blog/5-ways-to-improve-customer-satisfaction-and-retention
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