How to engage on-the-border clients
3/11/2013 6:05:32 PM
Research shows that many consumers readily take their business elsewhere if their experience with a brand is less than satisfactory. Companies can lose plenty of interested consumers on marketing lists by simply forgoing a deeper relationship with them. But this doesn't mean that they can't regain customers who lost interest and turn them into satisfied customers once again.
A recent infographic by 360Connext supplied statistics on how businesses lose customers in the first place and how they can go about improving broken relationships. Businesses lose approximately 20 percent of their consumer base by not pursuing a stronger connection with them, with some industries seeing as much as 80 percent of customers walk away.
Because businesses only have a reported 20 to 40 percent chance of winning consumers back, marketers and customer service representatives need to act fast and strategically. The best ways to deal with unhappy customers is communicate with them on social networks, make sure that employees are fit to offer the best service, be sympathetic and skip the excuses - go straight for the apology. Garner their attention with new and improved website functionality, better social media interaction and an exciting new product or service.
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