We all make mistakes, but the best way to avoid them in the future is to learn the ones that we make in the past. The most common mistake made in the field of customer service is the treatment of returning customers. Much of the customer experience and social CRM is directed towards gaming new customers, and while that is indeed very important to the prosperity of the business, the focus should shifted elsewhere. When all of the attention and creative customer support is directed towards new people and not the loyal customers to your business, this makes them more likely to decrease their purchases or worst, stop going to your business flat out.
Fortunately, there is an easy answer to this uncomplicated, yet very common issue that many businesses face. By directing your social CRM towards returning customers and enhancing the customer experience for them, they will feel more appreciated and return for future purchases, which make up roughly fifty percent of all profits in most businesses. Offering special or even exclusive deals to returning and loyal customers will go a long way in keeping their loyalty and increase profits.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
If you need assistance in this category or a customer support analyst, then you are in luck!
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