Inspire us to use the following three revenue protection strategies: Better handle customer complaints, improve their satisfaction and loyalty, and reduce the number of customers executive email list that may be lost; Listen more actively to customer complaints, a high-quality service system with smooth channels can Encourage customers to report more problems; prevent problems through active customer coaching, open and honest customer interaction and efficient VOC disposal mechanisms. It is true that the resolution of customer problems requires the necessary cost input. For executive email list dissatisfied customers, it was supposed to say Goodbye with the company. But after effective communication and proper handling of the problem.
It provided the company with a positive return on investment. In addition, many 2B companies find that customers have no or few complaints, which is not necessarily good executive email list news. We should encourage customers to express their true feelings and face customer complaints bravely. According to an authoritative study, at most only one-third, most likely only one-tenth of customers will call the company to complain about the problem, which means that the company headquarters can only hear 10% of the customers who encounter executive email list problems. generate complaints. Let's continue to take a 2B technology Internet company as an example. After 300,000 customers who encountered problems.
After encouraging customers to express their true feelings and strengthening the resolution rate of customer problems, the churn rate was reduced by five thousandths. Calculated based on the GMV of 20,000 yuan per customer, the GMV of retained customers has executive email list increased by 372 million yuan compared with the case of conventional handling of customer complaints. With 30,000 corporate customers, the handling fee for each complaint call is about 30 yuan, and it is much more cost-effective to retain an old customer by providing experience executive email list services than to win a new customer ROI. How does customer experience drive To B business growth? The number of customers who are at risk of loss under the circumstance of strengthening.