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.

More Resources

• Webinar: What’s NEXT for Social Care? Harnessing the Power of the Social Enterprise
• Whitepaper: Overcoming Productivity & Efficiency Challenges in the Multichannel Contact Center
• Research Report: Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels
• Virtual Training: An Agent's Role in Contact Center Success