If your company is like most, the customers who get the most attention are the ones who like you the most. This seems to make sense. After all, that’s why they like you, isn’t it? But are you sure you aren’t over servicing them because the interaction is pleasant and rewarding, while you neglect customers who don’t tell you how great you are?
Who else gets your attention? Probably the customer who complains most. Of course, you need to make an effort to bring them back into the fold of happy customers. But do you know when to cut your losses?
Do you understand the silent majority of customers? Which ones are quietly talking to your competitors and looking for alternatives rather than complaining?
Twelve Winds Customer Engagement will help you better allocate your scarce resources to retain valuable customers, while letting you confidently say goodbye to customers who are unprofitable.