Advice concerning sales, business, and customer service is often confined to new customers. Success is often measured in the number of customers contacted, acquired and in the amount of money the new clients bring in. However, in only chasing new customers, many people forget about the need to maintain current customers.
On its website, CustomerThink published three practical tips on how to incorporate an interest in customer service in the everyday running of your company.
1. Make all employees accountable for current customer service
Many business departments limit granting of bonuses to new contracts and clients. However, using bonuses to motivate employees, needs to find a way of incorporating rewards for continued client loyalty as well.
2. Individual clients should be assigned to specific employees
This way a particular employee is responsible for the client. By knowing which employee is responsible for the client you can link complaints or potential problems to that person..
3. Keep statistical data about clients who leave the company
It is important to collect analytical data on the number and quality of new contracts to measure the success of an individual salesperson, it is equally important to keep statistical track of why clients leave the company. Only then is it possible to come up with a plan that would increase customer loyalty.
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