Communication makes all the difference in the enterprise, especially when interacting with consumers. In fact, simply listening to your customers can completely alter your bottom line, according to a new infographic from CallMiner.
In 2018, 82% of customers said they would change suppliers following a bad call center experience; but 91% of customers said they would remain loyal to a supplier after a good call.
Respondents pointed to a few key reasons they switch:
- A serious problem with service (32%)
- Unfair treatment (28%)
- Lack of timely responses (25%)
SEE: Electronic communication policy (Tech Pro Research)
The main way companies can retain customers is by making them feel valued. Customers said they would stay for a variety of reasons, between the call center staff simply knowing their service history (62%) and interacting with a more caring and polite staff (43%), the infographic noted.
For more information about how to improve customer experience, check the full infographic below: