5 reasons you should actually listen to your customers
Your clients have exclusive standards of the organisations they decide to patronise. Furthermore, things being what they are, just one example of missed expectations can make clients change suppliers for what they perceive to be an excellent opportunity.
In fact, according to a recent study, 82% of customers said they would switch products or service providers after a bad experience with the company’s customer service department.
Listening to customers isn’t just hearing about their problems. It’s not picking up the phone or answering the ringing bell at your service desk.
Listening to customers is about connecting with them. It involves paying close attention to their needs and understanding how you can help them achieve their goals.
5 Reasons Why You Should Listen to Customers
Reduce Customer Churn
With regards to churn, inadequate client assistance is the second-most compelling motive of why clients switch suppliers. At the point when clients don’t feel esteemed during an assistance communication, they’re brisk to seek your rivals for help. 86% of your clients will be glad to pay more for another supplier if they get a superior client experience.
Improve Customer Loyalty
No matter of how extraordinary your product or service is, it’s never totally safe from the churn. Research shows that while 44% of clients have no plans to change providers, 82% end up exchanging switching in five years. What’s more, only one poor collaboration will cause most of your client base to churn.
This leaves you almost no room with regards to client support. Your group should be on its A-game to guarantee clients stay upbeat and faithful to your business. Tuning in to their input is the ideal approach to stay up with client request and satisfy their short-and long term desires.
Increase Customer Retention
At the point when your team listens to clients, service associations will, in general, be smoother. Reps and clients are on the same wavelength, and troubleshooting goes like a breeze. The absence of friction is significant because it leads to an expansion in customer retention. Studies show that 91% of clients will stay with a supplier after a decent client support call.
Identify Opportunities to Upsell and Cross-Sell
Listening to customers isn’t just a way to improve customer satisfaction. It’s also a tool you can use to upsell and cross-sell to customers.
Suppose your rep is troubleshooting an issue for a client. At the point when the client clarifies their concern, they feature their dissatisfaction with the use of furthest reaches of your instruments. They continue running into limitations and need more extra room to house their information.
Your rep could clarify the advantages of your top-notch plan and how it would resolve their issues. If the client was intrigued, the customer service specialist could refer them to your business group and close the arrangement.
Create Delightful Customer Interactions
At whatever point you effectively listen to someone else, the discussion consequently gets personal. You become put resources into the exchange and the job you’re playing in the experience. At the point when client care reps get set funds into a discussion, they’re bound to go well beyond for their clients. That is because they’ve associated with the client’s needs and are focused on conveying a great assistance experience.
While most client service teams realise they ought to listen to clients, many don’t have a clue how. Furthermore, that is alright. It’s not as simple as you would suspect to listen to clients such that reliably delivers a positive result.
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