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Did you know that it takes 12 positives to make up for one unresolved negative customer experience? Seems like a lot, right? However, when you hear from a dissatisfied customer and are able to resolve the issue, the customer is often more loyal than before the issue occurred. The key is hearing about the issue in the first place. You can only resolve an issue if you know about it. All too often many customer issues are not reported. These customers are busy running their businesses, so it’s not surprising that unless it truly is an urgent matter, they are not reaching out to vendors with many of their questions or concerns. So how do you get customers to proactively reach out with questions while also not annoying them? Learn about a strategic approach to: Create a post-sale relationship that works for both you and your customers Ensure you provide a customer experience that leads to repeat business and referrals from your customers Measure the potential benefits of investing in post-sale customer experience Take advantage of this offer to learn ways to make sure you’re providing the best customer experience possible.
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Selling to Small Businesses: Why Post-Sale Interactions & Customer Experience Are So
Important
About TermSync
• Cloud-based communication platform supports over 100,000 businesses
• TermSync works with existing workflows, can be up and running in about a week, and receives rave reviews from our clients and their customers.
Customer Experience
Customer Experience
Customer Experience Stats
• 12 positive experiences to make up for one negative UNRESOLVED experience– When issues are resolved customers are usually
happier than before the issue occurred
Customer Experience Stats
• 12 positive experiences to make up for one negative UNRESOLVED experience– When issues are resolved customers are usually
happier than before the issue occurred
• Only 4% of dissatisfied customers report their issues to vendors
• Clearly need to hear from more customers
Traditional Methods of Post-Sale Interactions
• Surveys – Low response rates– Can’t do them very often without annoying
customers– Usually get canned responses
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support
– Hassle for the customer– Some issues warrant a phone call, many
others do not
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support• Email support
– Can be a hassle for the customer– No idea if/when the vendor will respond
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support• Email support• Customer portals
Traditional Methods of Post-Sale Interactions
• Surveys• Phone support• Email support• Customer portals
– 72% of people prefer a self-service model (portal)
– Yet less than 5% regularly use vendor portals– Where is the disconnect?
A Good Customer Portal
Convenient – Few hoops to jump through to get there
A Good Customer Portal
Convenient
Actionable – self service to avoid a phone call
A Good Customer Portal
Convenient
Actionable
Responsive – why bother if the vendor doesn’t respond in a timely manner
A Good Customer Portal
Convenient
Actionable
Responsive
Easy-to-use
Traditional Customer Portals
Convenient
Actionable
Responsive
Easy-to-use
Is It Convenient?
• Are you their only vendor?
Is It Convenient?
• Are you their only vendor?• If you were them would you create 15
different usernames & passwords on 15 different portals for 15 different vendors?
CustomerConnect
• One place to manage several vendors• Easy access points• Intuitive and consistent actions• Requires responses from vendors• Free to them
Why Does It Matter?
• Good customer experience = loyal customers
Why Does It Matter?
• Good customer experience = loyal customers
• Loyal customers buy more
Why Does It Matter?
• Good customer experience = loyal customers
• Loyal customers buy more• Loyal customers refer more
Why Does It Matter?
• Good customer experience = loyal customer
• Loyal customers buy more• Loyal customers refer more• Harvard Business Review
– “Delighting customers doesn’t build loyalty; reducing their effort – the work they must do to get their problem solved – does”
Summary
• Take advantage of every opportunity to hear from more customers
• But in a customer centric manner– Don’t annoy them– Make it convenient– Respond right away
Want to learn more?
To receive a demo of the TermSync’s CustomerConnect, contact us at:
– 608-316-8380– [email protected]
