Have you lost customers to competitors this year? If so, you have probably spent time scratching your head trying to figure out exactly where things went wrong. Was it something you did, or something you didn’t do?
The truth is that there’s not always a simple explanation behind a client’s decision to switch. Many factors influence customer behaviour, and some things, like budgetary constraints, are out of your control. However, plenty of research has been carried out into customer switching over the years, which gives us a great insight into the most common reasons why customers switch businesses.
In this post, we’ll take a look at four of the key factors you need to be aware of if you’re struggling to understand why your customers are jumping ship.
1. Customer experience is key
The quality of the customer experience you offer plays an important role in helping customers to feel valued. After all, it doesn’t matter how you feel you treat your customers, if your customers don’t enjoy their experience with your company, they won’t stick around.
According to the Customer2020 survey by Walker, 86% of buyers will pay more for a better customer experience. Investing time and energy into creating an enjoyable customer experience is well worth the effort.
2. Consistency in service matters
Customer service needs to be consistent throughout your company. It shouldn’t matter if your clients are taken care of by the most junior member of your team or the most senior, the level of care and professionalism should be the same. Don’t forget – this applies to communications on social media platforms too.
3. Mobile matters
With more than 50% of online shopping searches carried out using mobile devices, it’s important to make sure your website is up to scratch. Mobile-friendly websites adjust and adapt to suit a range of screen sizes, creating the optimal browsing experience for browsers.
If your business website isn’t mobile friendly, your customers are likely to get frustrated and lose patience.
4. Phone calls aren’t dead
Emails, tweets and Facebook messages are no substitute for a phone call with a member of your team. That’s why many customers still prefer to have the option to call businesses when they need help.
Never miss a lead again
Running a business isn’t easy, especially if you are a sole trader or don’t have a team to take care of administration tasks. This is where ava’s telephone answering services can make all the difference.
Too busy to answer the phone? That’s ok, we’ll get it for you so you’ll never miss an opportunity again. With unlimited call answering, you won’t have to worry about spiralling costs, everything will be covered.
With ava, maintaining a high standard of customer care is easy. You can decide whether calls are transferred directly to your phone or put through to your very own receptionist.
For more information, contact ava and take your business to the next level.