Business owners know that in this contemporary era, having an online presence is essential for their business. Customers are all over the internet, hanging around on social media platforms, blog posts, messaging apps, etc. Losing a customer online is a big no-no for businesses, though it is still inevitable. It still happens and you can’t control that. But what you, as a business owner, can control is to decrease such a loss, which will be explored in this article.
This is an important perspective that needs to be kept in mind for keeping the business running. Who the online shoppers decide to put their trust in and who they don’t, and how they view uncertainty, risk, and ambiguity that they experience while browsing through your services and products can determine the payoff your business will receive.
By limiting such uncertainties, you can foster a trusting relationship with your consumers, raise their willingness to buy, prevent potential loss and credibility, hence, be able to get the best chances of success for your business.
Reasons You Are Losing Customers Online
Here we will discuss some of the common reasons why you might be losing customers;
- No Engaging Content Online.Whether you have a full-developed website or a running social media platform, they don’t matter unless your content stands out from your competitors. If your social media platform doesn’t have any content or your website doesn’t have relevant information that customers might need, you will not be seeing an increase in your customer base.
Content can include texts, pictures, videos, blog posts, testimonials, etc., that can be the face of your business in the digital world.
- Inadequate Display. If you came across a shop where you could see that there was utter chaos with no person around to guide or answer any of your queries, how would you feel about this shopping experience? Not an ideal one, right? That is the same way a customer feels when they are navigating through your website, when it includes no relevant information, inadequate display, and delayed online purchases.Customers are most likely to exit your website, instead of browsing for more products or checking out, if they are unable to find any guide for their desired products.
The user experience of a customer must always be your topmost priority. You need to make sure your website is well-organized and easy to navigate through. Also setting up online chat support or a search bar on your website can do wonders for your online business.
- Poor Customer Service.As a business owner, you need to understand that the value of your customer support is way more important than the prices you’ll need to invest in setting it up. Even up to the point that the customer service experience leaves your customers so satisfied that even if they don’t subscribe to your service or buy your products, they still feel good about your brand.
Obviously, it can also ultimately help you grow your business, poor customer service is a big no-no because it can cause lasting damage. If a customer had a bad experience communicating with your brand, they will post about it on social media platforms, and that will leave a dent in your business’s reputation.
- If there is any inconsistency in the products or services being delivered, the customer is sure to feel betrayed about that. After all, they did make a decision to rely on your products or services. For instance, if your policy states that products will be delivered within 48 hours, but, for whatever reason, the customer receives it after 72 hours, they will feel unsatisfied and are more likely to leave a bad review online. Also providing incorrect information about your products or services can also damage your brands’ reputation.
Above mentioned tips are how you might be losing customers for your business and to avoid them. However, when all else has failed, there is another last straw that you can use,to decrease the loss of any customers, and it is called the retention strategy. It consists of adopting means to increase the number of repeated customers and the profitability of existing customers. Most companies have a separate retention department for it, where they try on methods of persuading their customers to stay with the company.
For instance, Comcast Xfinity, which is one of the largest telecommunication companies in the US, also has its own separate retention department. Xfinity’s customer support is 24/7 and provides guides to any of their customer’s queries. When Xfinity customers dial the Xfinity customer service phone number with a single mind to opt-out of the Xfinity services, they are directed to the retention department where the reps try bargaining methods to convince them to keep using their services.
If it turns out successful, it’s good for your business. If it doesn’t, oh well. Whatever your technique for not losing any customers and staying in their good shoes will reflect on your business progress.