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One of the most common mistakes that will hurt customer retention is an overly strong focus on new customer acquisition. Expanding your customer base is of course a very important part of your business but it should not come on the cost of neglecting the ones who are already loyal to your business.
Another one is ignoring customer feedback on your products/services and/or failing to act on it. Every customer knows that nothing is perfect, but if they don't get a proper response when something goes wrong they will find a competitor that is willing to do what is necessary to win them over. Make them feel valued and they will stay.
The third big mistake is not knowing your customer. With todays technology and our habit of collecting a huge amount of data there are still so many companies who don't care much about using their insights to proactively manage their client accounts and they only react to every case like firefighters put out fires.
Companies attitude towards the employees
One of the biggest mistake the sale person do is, once the client is acquired they forget to check with him regarding job satisfaction, if he is happy with our services or any feedback which can improve our services.
If the customer comes to retention team it could be mainly for:
1. Not happy with services.
2. Might have had a bad experience with resolving his issue.
3. Might not be getting in terms of services which was promised to him.
4. No follow up for any concerns.
To retain the customer firstly we should try to understand what exactly he is not happy about. Try to see if we can resolve the issue within the rules of the company or explaining the customer start to end process how it works and providing alternatives to solve the issues.
FROM MY POINT OF VIEW that the mistakes that could hurting my customer retention are :-
1- lying to customers
2- Not to study the competitors and the extent of their strength in agood way .
3-Do not give the customer a good after-sales service .
4- Slow customer termination.
many to write: majorly the staff approach, attitude, mistakes
There are many factors that can be hurting or lossing your customer. These are
1. Negligence
2. Attention
3. racism/prejudice
Ignoring your customer feedback/ analysis or you don't do this at all. When you think and act that you know but you don't know and being reactive only this above mistakes can hurt your retention.
Promised retention tool not been provided
Delayed response
wrong information provided, fake promises, ignoring questions, and showing disrespect which will lead to hurting his customer retention
