Satisfied and loyal customers who want to come back to your organisation again and again are one of the true benefits of excellent complaint handling.
Research has shown that a loyal base of repeat customers provides as much as 80% of business for many organisations. The stats also show that many of those who defect to a rival company do so because of poor customer service from apathetic employees.
So by understanding and tackling your customers' areas of dissatisfaction, you prevent the loss of customers. And by identifying who are you most loyal – and most profitable – customers, you can then take steps to ensure you retain them. If they are happy with what you are doing for them, they are of course more likely to come back.
Charter UK has more than 20 years of experience providing organisations in a diverse range of industries with software which lets them capture an insight into what their customers need and want.
Our Continuum software system provides a powerful solution for streamlining and managing your feedback and complaints processes, giving you a valuable source of management information.
Even if customers are unhappy enough to complain, good customer service – where their complaints are listened to, addressed quickly and resolved to their satisfaction – can turn even the most disgruntled customers into positive advocates for your brand.
Figures show, though, that those who do complain are a minority of unhappy customers. Most of the dissatisfied ones simply walk away. What can you do about those? Continuum enables you to proactively engage customers – satisfised and dissatisfied alike – to find out what they need and want.
The benefits are twofold – first, you can learn from the feedback and cut out the mistakes that have driven customers away; second, you earn the opportunity to address concerns before they are raised, or before the customer goes to one of your competitors.
Customer retention and loyalty
Customer retention and loyalty
Related Articles
