Improving the customer experience is what allows organizations to fight off customer churn. When retail organizations refer to customer churn, they’re referencing the percentage of customers who stop using a company’s service or product over a period of time. As most retailers surmise, a majority of customers churn is a result of poor customer experience. Unfortunately, sometimes this relates to more than just dissatisfaction related to customer service. Instead, it occasionally encompasses instances in which customers are unable to purchase from a particular retailer because they don’t accept their preferred payment method. While this wouldn’t be classified as poor customer service, it is still an example of a retail organization failing a customer, and thus providing an unoptimized customer experience. This means that customer churn remains avoidable in some instances, that is, if a given organization is willing to work toward providing a way to appease to their customers. The issue is that many customers are capable of holding a grudge against a brand, meaning that one infraction such as this can be enough to keep them from ever returning. Understanding this, it’s imperative to provide the best customer experience possible at the first opportunity a brand is given. For more information on how to ensure your organization is doing exactly that, be sure to take a moment to check out the resource supported alongside this post for more information.
How CX Can Combat Customer Churn an infographic provided by BillingPlatform, a company specializing in cpq billing
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