Your customers have high expectations of the company they choose to do business with.
According to a recent study, 82% would be ready to change service or product provider because they are not being listened, because of a negative experience with the customer care department.
That’s why it’s important to actively listen and analyze their feedback in order for your business to benefit from this.
Here are 5 reasons why you must start really listening to your customers:
- You want to reduce abandonment
bad customer service is the second-biggest reason why customers change providers. Many of your customers will be happy to pay more for another supplier in order to being listened and so receive a better customer experience
- You want to improve loyalty
you may want to keep your customers for as long as possible so you have to listen to them. Your products or services may be the best, but you’re never completely safe from abandonment, especially after a negative interaction. That’s why you need to listen to your customers’ feedback in order to fulfill their expectations
- You want to increase customer retention
if customers are listened to, interactions tend to be smoother and easier. Positive relationships lead to increased customer retention.
- You want to create new opportunities
Listening to customers also helps you create and exploit new opportunities. While trying to solve a customer’s problem, you could just explain to them the potentials of your tools and they may open up to new deals!
- Create amazing interactions with your customers
Try to level up your strictly professional interaction with customers to a more personal one, listend to them as human beings, you’ll manage to connect with them and perhaps reach new deals
But how to do all that listening?
- let your customers speak first and then explain to them your solution and point of view.
- be patient, especially with new customers. It can be frustrating to hold their hands for every step, but every question or problem is significant, so keep calm.
- try to support your customers preferred channels and use those to communicate with them so they they feel more comfortable.
- even if you speak through the phone or e-mail, try to sit in a straight position and to smile anyway, your attitude will be much more optimistic and positive!
- practice active listening, which means let your customer speak and then repeat to them the problem, so that they feel listened to and that you are involved.
- be intelligent and try to measure the words you use with your customers, so that they feel your empathy and feel at ease.