Customer retention is the lifeblood of sales and the core way that service teams can impact the bottom line. At the same time, 93% of service teams agree that customer expectations are higher in 2020 than in years past, according to recent data from HubSpot. Combined with the economic downturn, this makes retention that much harder. This is where intentional listening becomes crucial.
When you think about it, you and your team interact with customers all the time. You respond to comments and messages on social media. You send out surveys to obtain feedback. Your website has a tab for reviews.
How much of their feedback do you actually hear, digest and implement? When you actively tune in, you’ll learn how to better serve your customers and improve customer experience, which encourages repeat business and increases your profit … Read the rest