Your marketing campaigns may be performing extremely well yet you see customer turnover, what gives?
Customer turnover is inevitable. Perspectives and people change, and sometimes paths must diverge. But when you are delivering great results and they suddenly head for the door it can be puzzling and can often feel a bit personal. What could you be doing that all but forces your clients to break ties with you?
Client turnover essentially comes down to two things: maintaining your value to your clients and trust. And the biggest place to look to fix these aspects of life is not at your customers’ life, it is from within.
Who deals with a majority of your clients? It’s your employees. You, as an employer, may not have given your team members enough of a reason to care about your customer experience. Perhaps even worse, it was also you who did not care about your own employee experience. The two are inextricably connected. Your client experience will never be great if your teams experience is not either.
If you or your employees don’t see the value in treating customers well, your customers won’t see the value in staying with your business. If you weren’t being treated well, would you stick around or go to another business where you will be treated right?
It is up to you to fully communicate the purpose of your goals in order for them to trickle down into the experience of your clients.
In order to get to the root of the problem, you have to make sure that you have the right team and that they are properly trained. Training in empathy and compassion are the best way for your employees to understand that the person on the other line, your clients, are people with their own legitimate experience.