Let’s say you moved your accounts to a new bank, or transferred your Internet/cable services to another company or signed up with a different mobile phone provider. You went to this trouble for a reason.
Perhaps you didn’t like the customer service you were receiving, you felt rates were too high or you were searching for a better plan. But you didn’t change because you said, “I love everything about my current company. I just feel like throwing them overboard.”
People actually like finding a reliable company they can trust – and marketers certainly fit that bill. So, when there’s a change, there’s a reason.
According to a Callminer survey, 44% of customers have no plans to change suppliers over the next 12 months. “No plans” is the operative phrase because 82% said that they actually did make a supplier change over the last five years.
For 32% of that group, they had a problem with a service they received (company error or failure), 28% believed they received unfair treatment and 25% said there was no timely response to the reported problem. Basically, there was an area of dissatisfaction that led to the decision. The initial dissatisfaction, however, doesn’t have to be the last word – because 91% said they would stay with a company after a good call with a customer service representative.
Give your customers reasons to stay by keeping in touch, providing excellent service and happily resolving any problems.