It's not hyperbole: customers have never been more important than they are today. With the realities of today's uncertain economic climate, executive priorities are focused on ways to further monetize the customer base.
According to Executive Management Data 2009, more executives are looking to penetrate existing markets with new products and services for existing customers to achieve growth over geographic expansion, m/a and strategic alliances combined. And a study by Harvard Business School found that a mere 5% increase in customer retention activities can boost profits from 25% to 85%.
Serve your customers well, resolve their issues quickly, and if you do, they will renew, reorder and respect your brand. And to make it happen, who are executives turning to? "The support team."
People are buying less. Your customers will be evaluating their purchasing decisions more than ever, so be sure you're making it easy for them to get the information they need. Be sure you have product and upgrade information available in your online knowledgebase for easy viewing and downloading. Fact is, when the latest product information is readily available online, customers are more inclined to act.
Use online surveys, forums and social channels like Facebook to capitalize on trends.
Communicate changes early and often through the knowledgebase and portal. Offer downloads of manuals or contracts.
Leverage chat to have your sales reps and CSRs proactively initiate conversations with both prospects and customers for new revenue generating opportunities.
In every case, make your customers feel at home the moment they arrive at your Support Center. That may mean using lively introductory video on your welcome page to walk new customers through how to use the Support Center. Use video liberally to help customers understand instructions, reduce incoming tickets, and encourage self-service.
Your customers have never been more important. Treat them that way, and you'll both be rewarded.
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