Unhappy customers may directly or indirectly mean high bounce rates, bad company reputation, declined sales, deflated profits and much more. Even if you do your best to gain customer satisfaction, there are certain pitfalls that might lead to customer dissatisfaction. So, it is necessary to be aware of how your customer service efforts are performing. Let’s have a look at the most common reasons that you do not realize can make your customers unhappy.
Not nurturing your customers:
It’s like tricking a customer to buy from you and then throwing him/ her away like trash if you do not keep in touch with him/her after a sale. You should always remember that customer retention costs less as compared to customer acquisition. So, you should focus on nurturing your customers once you’ve made them avail your services. You can do this by indulging in post-sale activities like following up, keeping them updated with all your latest launches, offering free webinars and other such freebies. This helps in eliminating customers’ dissatisfaction and keeping them happy.
Upselling in an incorrect manner:
Upselling helps increase customer lifetime value, strengthen customer relationships, inflate profits and what not! But a bad upsell can render all your efforts useless and make your customers unhappy. Hence, you should upsell only when the customer is satisfied with your business. Make sure that the customer is convinced that this upsell will further add to his/her satisfaction.
Inconsistent omnichannel experience:
Customers today are extremely particular about the experience they have with your company or business. They expect to have the same experience across all the channels where you are present. In other words, they expect a similar query resolution each time they come up with a query, no matter what channel they use for reaching out to you.
Not admitting mistakes:
According to a study, 37% of customers were satisfied with a business’s service recovery when they were offered something of monetary value. However, when the same business added an apology on top of the compensation, satisfaction doubled to 74%. So, it’s imperative that an apology is what a customer expects when he/she is disappointed with a business.