Drive Customer Retention with a Live Operator Answering Service
As business professionals, we all seem to put a tremendous amount of focus on bringing in new business. However, in the tougher economy of the last few years, customer retention appears to have finally become just as important. For most service oriented organizations, the real revenue comes from maintaining quality long-term relationships. This not only provides a steady revenue stream, but happy clients tend to tell their peers, which leads to new business opportunities.
Satisfied Clients vs. Loyal Clients
We’re not just talking about client satisfaction here. I know I’ve been satisfied with the performance of different service providers, but ‘satisfied’ doesn’t mean I have any reason to stick with them or use them for another project. A good customer retention strategy has to overcome all of the ‘reasons’ that would cause a customer to look at another provider. Utilizing a customized live operator answering service is a great way to overcome many of those ‘reasons’ and build true customer loyalty.
Uncertainty Equals Client Loss
Why a live operator answering service? Because it greatly reduces uncertainty. There are many ways in which to lose a client, but the main driver is always uncertainty. When a client is no longer certain you are providing the best value to his or her organization, he or she will become more receptive to competitive offers.
“They are Always There for Me”
Conversely, if you build your customer retention strategy to reinforce the message that you sincerely have your clients’ best interests in mind, customer loyalty will grow. At their core, clients’ needs are really simple –they want you to be there for them when they need you. Not tomorrow, not after the weekend, not even an hour from now. A live operator answering service enables you to have your business phone answered by a friendly and helpful person 24/7, significantly reducing the opportunity for uncertainty to develop in the mind of the client. When they know you are there for them, whenever they need you, they can become a client for life.
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