customer loss is one of the most common occurrences in any type of business, managers and leaders knock on every door to reduce the number of customers that are lost. In any business you are involved in, it is not possible to avoid dealing with customer shortages and losses, customer loss occurs at any time and can have different reasons. According to research conducted in foreign countries, it has been found that out of 100% of people who are your customers, only 12 to 15% of them remain loyal to you and become a regular customer. About 75 to 80 percent of them like to look at other companies’ products and compare. And more than 55% of them will replace your company with a new company or brand. Now the question arises in our minds that the loss of the customer occurs due to? What is the reason for analyzing new brands? Why should your customer turn to other brands and even replace you with a new brand? What makes customers think about comparing the services and features of different companies? In this article, we will fully discuss the reasons that make the customer cold to you and look for other options.
As you know, the loss of a customer can have different reasons, in this section, we will discuss 10 points that make you face the problem of losing a customer and discuss each of them. We also provide you with a solution at the end of each case to improve and eliminate each of these causes.
It can be boldly said that poor and inefficient support is one of the most important factors that cool the customer from you. The first and last thing that is important for the customer is the support service as well as after-sales service. If you do not have a good support service, think about the solution right now, because in addition to not getting a new customer, customer loss happen and the number of old customers decreases. According to statistics, about 90% of people who are dissatisfied with your support system, in addition to replacing a new company, do not even bother to talk to your company managers about suggestions and criticisms. We can say with certainty that companies and brands that do not have a good support system will not make any progress. In today’s world, companies large and small use a variety of methods for their support system. Social networks, online chat system, 24-hour telephone support and 2 of these.
Support systems have different applications and functions depending on the field in which they work. People who work in backup systems need to tailor a set of principles and culture to the company and the environment in which they live. In general, we suggest that you follow three very good tips to become a sample backup system and prevent customer loss.
Act fast: Always be on hand and serve quickly, accept any problems and take action to fix them.
Be patient and kind and generally behave well: treat and respect customers gently. Dealing well with the customer conveys a sense of value to both parties and makes things go better. Customers are different, some are fierce and some are patient, some have high information and some have little, try to be able to adapt to any kind of behavior and attract the customer.
Spend time and money on your support service: Managers and founders need to know that in order to be able to prepare a sample support team, they need to move forward with the program and use the best and most up-to-date response methods. The more relaxed and confident the support team is, the better it can communicate with the customer and reduce the likelihood of customer loss.
Sometimes your customers will complain about your product or service. Listen. Note that it is not always your problem! Some people blame you because they do not know about their desired product and can not work with it. In this situation, you should keep your cool and treat the customer as if nothing special has happened and everything can be solved, then solve the problem quickly.
Market your product with quality, safety, and proven so that you do not customer loss. Before making your product available to the public, be sure to try it several times and fix its defects. Some managers think that if they do good advertising and marketing, they can cover the flaws of the product itself, which is a very, very wrong idea. No matter how well the sales and marketing operations are done, if the product has a defect, it will show itself and get you stuck. One solution is to use different people with different levels of knowledge, as well as different ages, to try out your product. You can solve many problems with the analysis and research that you do on this research. The user interface of the product should be thoroughly checked so that people can easily communicate with it and meet their needs.
You must have heard that everything has value, values cause people to behave differently in different situations and make decisions according to the value they consider for a subject. One of the most important reasons to keep your customers away is the lack of proper valuation of your products and services. In the country we live in, the situation is such that values are trampled on and customers can no longer trust any company, which leads to customer loss. Duplicate and unrealistic products with so little functionality and high cost have become so popular that customers think by default that they are going to be hated. If you have a company that offers good quality products at a reasonable price, you must prove it to the public. Express the value of your product and talk about its features, do real promotional videos, real surveys and many activities that put you in the customer’s mind. When you want to persuade your customers to buy a product, you need to talk about its features.
In the last half of 2017, Apple accounted for about 87% of the total profits of the smartphone industry. It had only 18% of the sales share. The company has been able to convince customers to buy the company’s products by stating the features of its product (which is quite true). Apple products are expensive, but instead have their own value and features. This will attract new customers and prevent the old customer loss.
Naturally, when a product or service is produced or offered, it must have a series of special features that encourage the customer to buy. Find the values and features of your product and present it in the most elegant way possible. Introducing and advertising to your company from various and reputable sources can increase the credibility of your brand and instill a sense of confidence in the customer. Ask your teammates and colleagues to discuss product features, this discussion will create effective phrases and sentences that can attract everyone’s attention. Using these phrases, you can shock and interest your customers.