More of the world may have become digital since 2020, but it's crucial to remember that there are differing degrees of digital. In many cases, consumers were driven into online channels due to situations beyond their control.
Global lockdowns and mandatory remote work sped up the adoption of cloud technology. Whether to efficiently work from home or download the latest app, customers enjoy the convenience and continually updated functionality that everything-as-a-service solutions (aaS) offer.
With such freedom and convenience, little or no commitment is required. Thus, keeping your customers interested and nurturing their loyalty becomes more relevant and critical to your business than ever.
Consistently meeting customer needs is the foundation on which loyalty is built. Having a helpful and friendly staff and swiftly responding to customer questions are considered the top attributes of a promising CX and table stakes for any competitive business.
80% of customers switch to a competitor with recurring bad experiences
Source: FoundeverTM
Attributes that demonstrate commitment to a positive CX
Helpful and friendly staff
Fast response to questions
Easy-to-use website
Telephone staff able to answer questions
Live chat support
Customer surveys
Locally based customer service staff
Using the latest technology
Publishing customer satisfaction statistics
Strong social media presence
Things you can do to retain your customers:
1 - Lay out a customer retention strategy.
Improve your processes, encourage engagement and maximize resolutions to reinforce loyalty programs and improve customer lifetime value.
2 - Read your customers' sentiments from interaction analytics.
Feel the pulse and stay one step ahead. Anticipate responses, provide accurate results to queries and personalize conversations by reading the customer sentiment.
3 - Use voice of the customer (VOC) to plan ahead.
Improve your processes expectations and performance experiences about your products or services and plan to improve their overall experience.