Tag: Brand Strategy

Why do customers leave?

5 Reasons Customers Leave

1. 1% pass away
2. 3% move
3. 14% are lured by a competitor
4. 14% are turned away by product or service dissatisfaction
5. 68% leave because of poor attitude or indifference on the part of the service provider

Control what you can

 Salespeople have little control over the first four reasons why customers leave, which account for 32% of those that depart. But salespeople and business owners have complete control over at least 68% of the customers who leave.

As such, it’s in your best in your best interest to empower your employees to be engaged and encouraged to provide an outstanding customer experience.

9 Ways to Keep Them

Here are nine critical skills that will help you, and your reps, establish and maintain the right attitude with your customers — and keep them from jumping ship:

1. Exceed expectations. Personalize your service. Instead of promising more than you can give, give more than you promise — under promise, over deliver. Deliver a “wow” customer experience.
2. Always be available. Be there to serve customers whenever they need you to be there. The Internet has enabled companies to have a constant presence with their customers, “24/7.” Reliability and availability are vital. Make sure your customers know you are available on demand. Be involved in the same social media channels as your customers.
3. Customize how you serve. Find or develop solutions that fulfill your individual customers’ specific needs. Successful salespeople customize their business relationships with customers. They pride themselves on their one-on-one interactions. These salespeople value the differences in customer needs and respond with customized solutions.
4. Be easy to deal with. Make doing business with you easy and pleasurable. Assume the burden of relieving inevitable aggravations for your customers. Salespeople who exceed their customers’ expectations do so by creating hassle-free experiences.
5. Put the customer first. Don’t wait for opportunities to present themselves. Seek them out. Give customers more than they expect.
6. Resolve conflicts and solve problems. When conflicts arise, some salespeople have a tendency to deny them, debate them, shift responsibility for them, place blame for them, or hold their breath hoping they’ll go away. Top salespeople accept ownership of the problem, collaborate on a solution, and take on the burden of finding a resolution regardless of fault.
7. Handle complaints. Complaints usually have some validity and can be an “early warning system” of conflict on the horizon. When you view complaints this way, they can become your ally, helping you resolve problems and minimize their impact. Complaints that go unattended may evolve into conflicts that could have been avoided.
8. Communicate constantly. Ask questions that result in a dialogue. The more the customer talks, the more you’ll learn. Continue questioning until you understand and have uncovered all the information required to proceed. Try to avoid jumping to conclusions with customers.
9. Remember nonverbal communication. When communicating with customers, observe their non-verbal signals. Take note of their body language, appearance and posture. Look for signs of distraction. Pay attention to their facial expressions and eye contact. Listen to the tone of their voice as a means for understanding what they may be feeling.

Mastering the art of creating a compelling Call to Action

1. Be Clear About Your Goal

The goal of your call to action should be clear, first to yourself and then secondly to your prospect. If you aren’t sure what the desired end result is this uncertainty is going to carry over into your writing and these results will be less than spectacular. Be clear and focused.

2. Create a Sense of Urgency

Hopefully this is a principle you have been exposed to in the past. It’s one of the basic strategies in sales and you should always keep it in mind when you are creating your call to action, trying to drive home that your prospect needs to act NOW. Coming back later on is not a good option.

You can do this by offering a “limited time” special of some kind or offer information that if not accessed immediately will leave the prospect at an incredible disadvantage. Strive for this to be as clear and black and white as possible. The deeper your sense of urgency strikes, the better the response to your call of action will be.

3. Use Numbers and Images

In marketing circles it’s universally agreed that using numbers and images in calls to action translates to drastically improved results. There’s something about both, which builds trust and interest, two things that deliver the “action” you’re looking for. On top of this, using a good image will also make sure your call to action isn’t skipped over, which is the last thing you want. So make sure each and every call to action contains both.

4. Make It Easy to Respond To

Your calls to action should be as easy as possible to answer. This means clickable links, obviously. If there’s any confusion at all how to respond to your call, you’ve made a big mistake that you need to fix as quickly as possible. Some campaigns we’ve been called in to adjust have gone from cold to red hot by fixing this one simple, but crucial, error.

5. Repeat Yourself

There’s a certain power in making sure your call to action is absolutely clear and then repeating for good measure. This drives home what you’re asking the prospect to do, and makes sure that if they missed the point at first they’ve caught it the second (or third) time.

The art here is in doing this in a way that doesn’t seem desperate or overbearing. Another good tip is to take a look around at some successful big company websites. Many have huge marketing spends with marketers who know how to play the game. This works wonders in speeding up the learning process of mastering it yourself.

Make these simple changes and you can expect your call to actions to be much more compelling and effective!