All retailers know the industry stat — only 4 percent of disgruntled customers speak up, meaning 96 percent of your unhappy customers simply walk out the door, never to return.

What if at least some of these unhappy customers had an outlet? What if you made it easy for them to vent and call out what went wrong with their experience, giving you an opportunity to save that individual customer?

Given the right methods, you can get a much greater percentage of these slighted customers to speak up. With the cost of customer acquisition at an all-time high, you must use every tactic available to you to keep customers from defecting.
If you have not considered implementing a customer experience program, there is no better time to get started than now.

A properly implemented and managed customer experience program accomplishes multiple goals:

• Allows you to include your customers in the conversation, fostering brand loyalty, reducing customer churn and increasing overall satisfaction.

• Feedback received provides actionable insights to confirm company projections and uncover trends that help you make better business decisions.

• Gives unhappy customers a non-confrontational outlet to express concern or vent frustration, giving you an opportunity to win them back.

• Empowers your customers to be your eyes and ears, alerting you to areas of your business that need improvement as they arise, allowing you to react rapidly to remedy them.

Why not empower your customer to give you feedback – disgruntled or even ecstatic – with an in-store customer experience program? Engaging your customers is an extremely powerful tool that not only allows you the opportunity to right wrongs, but also creates the Holy Grail of customers, the brand advocate.

A brand advocate is one who preaches your name to all who will listen. These customers are more powerful than any ad campaign or promotional initiative. And they are out there—if you give them a voice.

Implementing a customer experience program that engages your customers, is natural for them to use and easy for your team to manage will pay for itself month after month with the data and insights it generates from your customer base. It’s not a huge stretch to think that a customer could provide your next great business idea, given the outlet.

Why are you not listening?

For information on implementing your own in-store customer experience management program, visit CommentFunnel today.

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