How to re-engage a dissatisfied customer

How to re-engage a dissatisfied customer

Yannick Bouyidou

Founder BY Excellence / Co-founder Be Customer Smart

Cesar Ritz

89% of businesses are expected to compete mainly on customer experience in the short-term future. (2015, Gartner)

Around the globe, 96% of consumers say the customer experience is an important factor in their choice of loyalty to a brand. (2017, American Express)

One-third of consumers say they would consider switching companies after just one instance of bad customer service. (2017, American Express)

67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. (2017, Salesforce)

88% of consumers are influenced by online customer reviews when making a buying decision. (2020, Zendesk)

Why rely on customer experience to gain a sustainable competitive advantage?

Accelerated trends

Interconnected world

Substitute products

Low switching costs

REPLACE THE PIC

HIGHER CUSTOMER EXPECTATIONS MORE COMPETITIVE ENVIRONMENT

WHAT IS A DISSATISFIED CUSTOMER?

HE/SHE EXPERIENCES A GAP BETWEEN WHAT IS EXPECTED AND WHAT IS EXPERIENCED OR PERCEIVED

“The customer’s perception is your reality.”

How to effectively resolve a customer opportunity and create lifetime customers?

Measure your customer’s satisfaction levels

ACTIVELY listen

Never interrupt or make excuses – take accountability

Ask questions

Take note of all facts & how the customer is feeling

Body language plays a big role

Each customer is unique &

Each problem is severe in the customers’ eyes

Identify with another person's feelings

Connect emotionally

Use customer’s name whenever possible

DON’T SAY I UNDERSTAND

Find common ground

Calm the guest

Demonstrate that you genuinely care about his problem

Use “I” statements to show ownership of the situation

Offer a sincerely apology, using your own name

Communicate urgency

Keep the customer informed

Understand the customer’s needs & offer options

Under-promise and over-deliver

Exceed customer’s expectations, creating a WOW moment

Legendary Wows

“Once in a lifetime”

Essential Wows

Simple, fast, personalized

LOW

HIGH

LEVEL OF COMPLEXITY

WOW Experiences

Close the loop

Make sure the customer is satisfied with the proposed resolution

Offer further assistance, using your name

Record the customer’s problem into a database and share internally

BUT IS FIXING THE PROBLEM ENOUGH…?

L.E.A.R.N.

Fix the relationship

[email protected]

www.by-excellence.com // www.becustomersmart.com

https://www.linkedin.com/in/yannick-bouyidou/