{"id":24174,"date":"2021-01-07T09:37:14","date_gmt":"2021-01-07T08:37:14","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=24174"},"modified":"2021-01-07T09:37:18","modified_gmt":"2021-01-07T08:37:18","slug":"helping-out-customers-to-win-them-back-tomorrow","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/helping-out-customers-to-win-them-back-tomorrow\/","title":{"rendered":"Helping out customers to win them back tomorrow"},"content":{"rendered":"

It’s easy to be cheering when customers do what we expect they do. What if though they suddenly decide to leave us: would you still be positive or get a bit nervous?\u00a0In such situations smart organizations maintain focus on helping out their customers to understand why<\/strong> they have decided to abandon them, with a continuous improvement approach. Here’s a useful example you can learn from.<\/p>\n

Turn a bye-bye into a good memory<\/strong><\/h2>\n

A few weeks ago I’ve decided to quit a service because I realized that it was not what I need at the moment. So I follow a very simple easy and fast path: that’s how it should always be when we, as customers, want to say bye-bye to a product, service or a brand. Then I was immediately prompted with a feedback form. Instead of asking me investigative questions such as ‘are you really sure..?.<\/em>‘ or ‘why did you decide to leave us?<\/em>‘ They started off with a clear and open statement: help us improve<\/strong>. So I immediately understood that they were not questioning my decision. Then I read and appreciate the personalized Mike’s message because:<\/p>\n

    \n
  1. He briefly introduced himself, his role and main goals.<\/li>\n
  2. Then he highlighted their strong commitment at improving their product, thus asked me to let him know why I’ve decided to uninstall it.<\/li>\n
  3. Finally explained me how they would use my feedback ‘to understand<\/strong> how to improve our products’<\/em> adding a nice arrivederci ‘we hope to see you again in the future.’<\/em><\/li>\n<\/ol>\n

    Then all I need to do was checking a box on the right hand side of the same message to let them know the reason why I decided to quit.\u00a0\u2193<\/p>\n

    \"Helping<\/p>\n

    Upon completing the form I’ve received this nice<\/strong> thank you message.\"Thank<\/p>\n

    First impression counts, last one is vital!<\/strong><\/h2>\n

    Whenever you may think that it’s over with your customers it’s not yet. In fact even after a great\u00a0service recovery<\/a><\/span>\u00a0it’s time to still be helpful during the bye-bye process. So take advantage of these golden nuggets:<\/p>\n

    When a customer decides to quit listen and learn<\/strong> to understand their ‘whys’ and follow up to improve your products \/ services \/ support processes.<\/p><\/blockquote>\n

    Keep the door open. By helping out customers you show that\u00a0they will be\u00a0welcome<\/strong>\u00a0again in the future.<\/p><\/blockquote>\n

    Let\u00a0good memories<\/strong>\u00a0of this experience so that customers will re-consider or even recommend you to other prospects.<\/p><\/blockquote>\n

    Let’s talk about your Digital Customer Service<\/strong><\/h2>\n

    Click this short interactive\u00a0video\u00a0to get\u00a0our conversation started!<\/p>\n

    \"VideoAsk<\/a><\/p>\n

    x<\/span><\/p>\n

    x<\/span><\/p>\n

    Credit image: Unsplash.com<\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

    It’s easy to be cheering when customers do what we expect they do. What if though they suddenly decide to leave us: would you still be positive or get a bit nervous?\u00a0In such situations smart organizations maintain focus on helping out their customers to understand why they have decided to abandon them, with a continuous […]<\/p>\n","protected":false},"author":3,"featured_media":24212,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[],"class_list":["post-24174","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service"],"yoast_head":"\nHelping out customers to win them back tomorrow - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"When you think that it's over with your customers it's not over yet. 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