CustomerSatisfactionUK/Ways-to-retain-your-customers

Based on over 5,000 recently completed interviews, we've put together the following tips to help you cut customer churn, and improve customer loyalty, retention and service:

1. Don't just focus on your dissatisfied customers
In our research, just 7% of B2B customers are dissatisfied. But 42% are only fairly satisfied - concentrate on keeping these customers on board, before they turn to your competitors.

2. Make sure your customer data is accurate and regularly updated
An average of 12% of customer contacts are incorrect. Many businesses waste huge amounts of money communicating with customers who don't exist - and miss talking to those that do.

3. Understand and listen to your customers
Our research has found that when customers experience a problem, 34% are dissatisfied with the way their problem is handled. Make sure that your staff can recognise and resolve a customer problem effectively.

4. Highlight your whole portfolio to customers
Customers we have interviewed tell us they would probably buy more from our client if they knew what they actually did. 20% of those we interviewed were not aware about the full range of products and services available from their supplier.

How does your company compare?
If you would like to find out, please get in touch.