That one person who called equals 100 customers
Empowering contact center excellence for 30 years!

That one person who called equals 100 customers

If a customer takes the time to contact your business – whether to order, to complain, or to ask a question, take note of the nature of the communication. That right there is what we call valuable information or free market research. Just because you know the information or know where it is on the website doesn’t necessarily mean  the customer can easily find it. I used to tell the The Space Store employees: For every customer who calls, there may be another 99 customers who needed the same information or had the same problem but did not bother to call and went elsewhere. If the customer called about our hours, I made the information more prominent on the website. If a customer needed more information on a product, we added that info to the description. And so on. Remember, once a customer goes away, the customer rarely comes back.

 

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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