Do you want to know the best strategies to regain the trust of dissatisfied customers? Companies are made up of people and these, as human beings, we can make mistakes andn our daily lives. In fact, it is important that you assume that we are going to make mistakes, because it is in our DNA. The question is how to face these errors and make a profit in our company.
En GumsUp, we are specialists in helping our clients strengthen trust with their consumers. Therefore, below we want to give you the best strategies to regain the trust of dissatisfied customers.
The best strategies to regain the trust of dissatisfied customers
Thanks to platforms like GumsUp, you can worry about Serve your customers at every stage of their journey through your business. In addition, you will ensure that you offer them a satisfactory experience that allows you to regain the trust of those customers who are dissatisfied for any reason.
These are them best 6 strategies to regain the trust of dissatisfied customers.
1- Listen to their complaints and real needs
Have an open conversation with your clients It is perfect for them to express their feelings and emotions regarding the experience they have had with your company. Ask direct questions, take notes and evaluate your situation to offer you a solution that fits exactly what you are looking for.
2- Analyze the monthly customer loss rate and investigate the causes
It is time to be self-critical and examine what could be going wrong. To do this, you need to rely on concrete data and results. The platform of GumsUp, offers you detailed reports and segmented customer lists that will help you understand the problem. For example, if you notice that you lose a lot of customers at the beginning of their purchasing cycle, you should improve communication and the ease of booking an appointment.
3- Send a satisfaction questionnaire to find out their opinions
Sometimes a questionnaire can give us more information than a face-to-face conversation, as some clients feel more comfortable expressing themselves in writing. Can use tools like Google Forms to create complete surveys and send them via email or WhatsApp.
4- Launch an email marketing campaign to stop the loss process
Email marketing is another of the best strategies to regain the trust of dissatisfied customers. Use the opinions you have received in satisfaction surveys to send personalized messages that add value and make customers at risk of leaving feel cared for.
5- Analyze the results of your actions
Analyze the results of your actions and perform an internal audit to identify areas for improvement. Observe the evolution of your changes and compare different periods to see how your strategy has worked.
6- Launch a recovery campaign
If some customers still do not regain trust in your brand after implementing these actions, you can launch a recovery campaign to win them back, with offers they can't ignore.
En GumsUp we discover the 5 most effective customer loyalty trends.
Why your customers' trust is key
Customer trust is key in your company because several reasons:
- Trusting customers tend to be more loyal to a company.
- Trust helps retain customers in the long term.
- Satisfied and confident customers are more likely to recommend a company to friends and family.
- When a company faces a crisis, customer trust is an invaluable asset.
- Trusting clients are more willing to work together to achieve mutual goals.
La customer loyalty It is basic to be able to have constant benefits and a good community.
Signs and Signs of Dissatisfied Customers
As we have mentioned, when a customer expresses dissatisfaction with your service, it is very important to pay attention. Although 75% of consumers could forgive a mistake if they are satisfied overall, those who are not may leave without saying goodbye. Therefore, it is essential pay attention to the signs that indicate that a customer is dissatisfied:
- Constant complaints: If a customer starts complaining more than usual, it's likely that something is bothering them on a recurring basis.
- Lack of communication: If a customer suddenly stops responding to calls or emails, it may be a sign that something is wrong.
- Lack of interest in promotions or discounts: If a customer does not show interest in taking advantage of attractive offers, it could be a sign of dissatisfaction.
- Comparisons with the competition: If a customer starts mentioning competing services during conversations, they may be considering switching providers.
- Frequent references to the contract: When a client mentions the terms of the contract frequently, it can be a sign of lack of trust.
Effective communication strategies during difficult situations
Now that you know the strategies to regain the trust of dissatisfied customers, we are going to discover how to communicate in these cases. These are some effective communication strategies that can help a company facing difficult conversations with its customers:
- Respond as soon as possible to complaints: The speed of the response shows that the company cares about customer satisfaction and is committed to resolving the problem as soon as possible.
- Active listening: Allow them to explain their concerns without interrupting and show genuine interest in resolving the issue.
- Stay calm and professional: Avoid responding impulsively or defensively, and focus on finding constructive solutions.
- Provides clear and transparent information: Communicate clearly and transparently the situation and the actions that the company is taking to resolve the problem.
- Apologize sincerely: A genuine apology can help restore customer trust and demonstrate that the company takes responsibility for its actions.
- Offers solutions and compensations: Make sure you follow through on the promises and commitments you have made.
- Follow up: After you resolve the issue, follow up with the customer to make sure they are satisfied with the solution and that their attitude toward the company has changed.
Real stories of companies that have regained the trust of dissatisfied customers
A good way to regain the trust of dissatisfied customers is to see the strategies that other companies followed to achieve success. Here we leave you the strategies to regain the trust of dissatisfied customers that have been carried out big enterprises.
Netflix
In 2011, Netflix announced an increase in its rates subscription and changes in its business model that did not please its customers at all. Many users canceled their subscriptions. In this situation, Netflix apologized for the lack of communication and reversed the changess. Through greater transparency, Netflix managed to regain the trust of many of its customers and continued to grow as a streaming platform.
United Airlines
After an incident in which a passenger was violently removed from a plane Due to overbooking issues, United Airlines faced widespread public outrage, and a drop in its reputation, in 2017.
However, the company quickly responded by publicly apologizing and pledging to improve your policies and practices. They implemented changes to their customer service and the way they work with difficult situations. This allowed them to regain some of the lost trust of their customers.
Nestlé
Nestlé faced a crisis after the 2013 scandal over the presence of equine meat in their products. The company recognized the error on Facebook before the traditional media. They recalled the affected products and publicly explained that it was fraud on the part of the supplier.
They used advertisements to communicate with consumers, reinforcing the brand values. In addition, they launched a television advertisement to regain the public's trust. These actions helped minimize the negative impact and restore Nestlé's reputation.
Now you know the best strategies to regain the trust of dissatisfied customers. If you want us to help you in a personalized way to attract, retain and retain your customer base, you can contact us.
