With the cost of replacing a dissatisfied customer, up to 10 times as much as the cost of retaining one, there is little question of the importance of customer retention techniques. However, the major issue for most businesses is not finding successful recovery techniques but determining when they are needed. The majority of customers will not report a problem to a company when or where it occurs, so many companies are not even aware that a customer has been lost to a competitor.
One way that businesses can improve their ability to recover lost or unhappy customers is to take advantage of a customer recovery company. ServiceCheck is a leader in this industry, and they provide solutions that not only take advantage of the latest customer retention techniques but help increase the number of people who report problems to a company as well.
CustomerLink is ServiceCheck's customer retention program, and it gives businesses the ability to provide their customers feedback and support options around-the-clock. This is essential because consumers now expect businesses to be available at all times. If a guest that had a bad experience reaches out to a company to have their issue handled and they are told to call back later, it is likely that retention opportunity has been lost.
Along with being available 24/7/365, CustomerLink agents are able to provide support through a variety of channels. People can leave feedback or report problems via live agents, email, the web, and comment cards. Thanks to the changing face of technology, there is no longer a specific preferred method of contact for individuals. By making a number of them available, CustomerLink can achieve the highest contact rates possible, in turn enabling companies to greatly improve their retention rates.
As a top customer recovery company, ServiceCheck also ensures that communications from customers are tracked. This enables businesses to pinpoint areas of opportunity for improvement within their locations, products and policies.