Considering the loss of customers as a “mistake” may sound somewhat careless considering all the problems associated with it. Therefore, in this article we will learn the importance of avoiding losing customers, and how to anticipate risk factors.
What does it mean to lose a customer?
Retaining a customer is not easy. It could be said that this is the goal that all sales agents pursue, because a loyal customer generates many sales, considering those that he makes himself and those that are the result of recommendations.
Now, when there is poor management, this can lead to the loss of the customer. In this case, when this has already happened, the company will have to deal with a series of dangers and disadvantages, such as:
Loss of income.
Negative references from dissatisfied customers who left the company.
Need for greater investment to attract potential customers and sell.
The opportunity to obtain the feedback necessary to improve is lost.
Negative effect on reputation among other customers and prospects.
Negative impact on the confidence of all staff.
Why do we lose a customer?
Losing customers is not uncommon. It happens not only to you, but to most companies around the world. A recent report by McKinsey & Company turkey telegram data revealed that only 13% of respondents had been loyal to a single brand; the remaining 87% confessed to having purchased products and services from different companies.
So why do we lose a customer? What motivates a consumer to leave the comfort zone with a brand they already know and use?
Poor customer service
Without a doubt, one of the main reasons why we lose customers is poor service. Today, the so-called digital customer or consumer 2.0 contacts companies through different channels and will look for the same effectiveness and speed in problem resolution in each of them.
If you don't have a way to monitor your agents and organize support ticket management, chances are your user will have a negative customer service experience that will give them reasons to leave your company.
Good customer service requires being proactive rather than reactive. Ideally, you should train your agents to anticipate problems rather than wait for them to appear.