How You Can Beat Your Competition
Summary
- Focus not just on the price and product, but also on customer service.
- Customer service is the main reason for customer churn, even more than overpricing.
- It's important to consider the experience customers have with your company.
- How customers feel when interacting with your team and receiving the product is crucial.
- Studies have shown that customer service impacts customer retention more than any other factor.
Video
How To Take Action
I would suggest implementing small, low-cost, and high-impact improvements to your customer service. The first thing you should focus on is how you and your team interact with customers. Make sure everyone communicates clearly, politely, and promptly. A nice tone and a helpful attitude can make a big difference.
Action Points:
Focus on Customer Experience:
- Take a moment to assess how customers feel during their interactions with your business. Ask for feedback directly after a sale or service is provided.
- Train your team to be empathetic and to listen actively. Customers should feel understood and valued.
Improve Response Times:
- Respond to customer inquiries quickly. Time is valuable, and a quick response shows that you care. Even if you can't solve the issue immediately, let them know you're on it.
Follow-Up:
- After resolving an issue, follow up with the customer to ensure everything is satisfactory. This shows that you care about their experience, not just closing a ticket.
Consistent Quality:
- Ensure that every part of the customer experience is consistent. This includes how your team answers the phone, responds to emails, and even packages the product.
Positive Interactions:
- Create scripts or guidelines for your team to handle common inquiries. Ensure they can handle these with a positive and helpful attitude.
By focusing on these aspects, you can greatly improve customer satisfaction with minimal cost and effort. Remember, it’s about how the customer feels throughout their journey with your business. Happy customers are less likely to leave, even if your prices are higher than the competitors.
Full Transcript
even overprice is the main reason for customer churn so super interesting fact a lot of business owners that I speak to think that price and the product are the reason that people are churning but really when you're looking at the experience the customer has there's two ways that you can satisfy needs which is one results what are the results that you're driving you know have they received the product they paid for and the other one is experience how do they feel when they interact with your company how do they feel when they receive the product and open the package how do they feel when they're talking to somebody on your team Studies have actually shown that even over Price customer service is the main reason for customer turn it's not the price it's not the product it's actually the customer service
