Business owners agree that the best indicator of success is a healthy relationship with your customers. Returning customers bring profit but also act as brand advocates. Entrepreneurs go to great lengths to make sure that customers want to buy from the brand again. From offering incentives to returning to showing you care, everybody has their favourite method of driving returning customers.
However, when customers do not return despite your best efforts, it is a sign that you are missing something. Customers share their opinions and reasons for leaving the brand.
Lost, delayed, or overpriced shipments
International customers may be far away, but their expectations are the same as local customers. Many appreciate that you may not be capable to provide a next day delivery service. However, they can be put off by the significant differences between local and international deliveries. Indeed, when European customers must wait weeks to receive their parcel or, in the worst-case scenario, to find out that their order was lost in transit, they’re unwilling to give brands a second chance. Planning international shipments and order management can be challenging. So you may want to entrust the specialists 3pl service providers to make sure your shipment arrives safely and without unexpected costs or delays.
No one is taking their calls
We appreciate that each business needs to maintain strict opening hours. You cannot ask your team to work overtime. However, customer support has to be an exception. Indeed, most customers will try to contact a business when they aren’t busy themselves. So, early morning, late evening and weekend calls are preferred for working individuals. But if your team is not around, it can be stressful for consumers to manage calls during their work day. On the other hand, outsource your call center to 24/7 a service manned by a professional customer advisor can avoid these problems.
They do not feel represented
People buy from brands that feel right. They want to see individuals they can relate to in your communications and advertising. According to an Adobe survey, 62% of people said an absence of brand variety could affect their perception of a service or product. Minorities who feel misunderstood or ignored by brands aren’t afraid to walk away. About 6 in 10 LGBTQ+ customers and 5 in 10 African American customers turn down a business that fails to represent their target group.
The team has changed
We understand. Team restructuring, promotions, business management changes, there are various reasons why teams can change. But in a B2B environment where clients develop close relationships with account managers, sudden changes can lead to confusion and disappointment. If the team is bound to change, you want your clients to be up-to-date at all times.
Sudden changes in T&C or grades
Have you introduced the new T&C? Most customers understand the importance of keeping them updated. However, a dramatic transformation in your value, service or even price can take your customers by surprise. When the choice is to accept new terms or find a new provider, most people tend to get angry.
Putting your customer first is not an ad-hoc strategy. It should be at the heart of each decision and process without a business. Customers quickly discovered the inconsistency and left.
