Not Needing the Needy: Returning Customers

by | Sep 13, 2013 | Automate Support, CRM, Customer Support

Vast amounts of companies tend to focus all of their energy and resources into the wrong type of customers: new customers. What? Why is focusing on attracting new customers a bad thing? Well, while it is certainly not bad (it is needed to grow after all), those customers are not the main source revenue.

Even though this is completely obvious, many businesses still cater to them. They focus all of their creative customer support, social CRM, and customer support analyst to form a comfortable customer experience for the one time only customer. When in reality more of their resources, including their customer service, should be directed at their loyal customers.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

A majority of a business’s profits come from those returning customers continued service. This is because returning customers more than likely enjoy your service and will there tells others (at minimum usually six people) about certain things about your company. Sometimes it’s about their customer experience, or about the accessibility of your social CRM. Therefore, your attention should mostly focus on the returning customers.
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