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Voice of the Cusotmer
Improving Customer Experience for Better Customer Retention
Improving Customer Experience for Better Customer Retention

by: Stephanie Lanik

Strategic Marketing Coordinator
It’s been a tough couple weeks for, well, the world as we navigate a new normal during these challenging and uncertain times.

From a personal standpoint, many of us are practicing social distancing by staying inside, canceling plans, and avoiding crowded spaces.

Professionally, most of us are working from home with an indefinite timeline of when we’ll be returning to our offices.

And from a business point of view, it’s easy to think, as we find ourselves in the midst of a truly unprecedented situation, that the rules of building a successful business have suddenly changed. For instance, some startups and established corporations alike face painful decisions as they pivot to accommodate unexpected circumstances.
However, there is one area that should absolutely NOT be compromised: the customer experience.

Customer Experience is The New Lead Generation Tool

Proper lead generation isn’t a linear path. Customers and clients are individuals with unique needs, drives, and impulses. In this post, you’ll see how and why improving customer experience can help push your business in the right direction.
Focusing on Your Current Customers During Times of Uncertainty.
When problems occur, many businesses shift their focus to how they’ll find new business. Although new business is always helpful, it’s crucial that you don’t lose sight of the customers you already have.
Now more than ever, businesses need to focus on keeping their existing customers at the center of their business strategies. Meaning they need to turn their growth mindset towards retention. Why? Because your current customers are your best bet for staying profitable in the months to come.
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In fact, our previous blog stats that even before all the uncertainties, the cost to attract a new customer is between five to 25 times more than what it would be to retain one. Meaning that no matter the circumstances, it’s crucial for businesses to engage and nurture the customers they already have. This brings us to the main point of this blog, communicating and engaging with your customers. 

Your customers are craving communication... They want their voices heard.

During times of crisis, customers are longing for communication. So, rather than pausing customers’ feedback, use this time to listen, understand, respond, and care for your customers. Most importantly, in order to keep your current customers engaged and coming back for more, your business needs to know how to leverage the feedback received. This too will not only give your teams the ability to improve customer experience (CX) during tough times but will set the framework to do so well after it’s over.

But how can your company obtain such valuable customer insights? By tapping into the Voice of the Customer (VoC)!

The Many Benefits of Implementing an Effective Voice of the Customer Program into Your Business!

Check out our recent blog explaining how and why a VoC program can provide a direct opportunity to identify particular pain points in the customer journey. As well as, how to improve customer experience which, in turn, sets them apart from your competitors.
Gain Valuable Insights into Your customers with personalized data capture
Moving Forward with Your VoC Program
As we all adjust to these new realities, your Voice of the Customer (VoC) program must provide ways to proactively measure, monitor, and address your customers’ changing needs. Thus, giving you and your team the insights you’ll need to best support them.

Get Your Free Download Today!

Download our free “How do you Value the Voice of the Customer?” whitepaper. Here you’ll learn how businesses can improve customer experience and increase customer satisfaction with personalized data capture.

As well as how and why companies that understand and value their customers are poised to deliver best-in-class experiences that will keep them ahead of the competition.

Here at Techtonic Sales we know the consequences of delivering poor customer experience. Which is why we work with you—and your business—to develop a unique process that puts your customers at the center of your organization (even in the midst of such a crisis). As a result, providing you and your team with more personalized and actionable data. Ultimately setting a foundation for a thriving business whenever we return to normal.
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Want to Learn More About Our Proven Process?

Give us a call at (888) 326-6118 or shoot us an email at info@techtonicsales.com. Find out how and why implementing a well-designed and executed VoC program can unlock real-time customer insights that help your company consistently deliver a better and more improved customer experience.
Written by: Stephanie Lanik
– Strategic Marketing Coordinator at Techtonic Sales –
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