Most business owners would agree that keeping the customers happy is one of the most important aspects of running a successful business. After all. A company without customers is not going to stay in business for very long.
Unfortunately, keeping customers happy can often be far more difficult than many business owners realize, and they can very quickly become dissatisfied if a company is not careful.
That’s why, below, we have put together a list of common signs that your customers are not happy if you can spot them you can rectify them quickly, return things around, and ultimately encourage your customers to keep coming back.
1. You have a high churn rate
One of the most significant customer success KPIs, which measure how eel your company is going when it comes to keeping customers happy and loyal, is undoubtedly your churn rate.
Your churn rate simply refers to the number of customers you have lost. You can work it out by dividing your lost customers from your total customers and multiplying that by 100. If your churn rate is high, or it has risen significantly in recent months, it could indicate that you are not doing what you need to do to keep your customers happy, and you might want to get n touch with lost customers to find out what they are no longer shopping with you.
2. You get a lot of complaints
It’s pretty obvious that if your business is fielding a lot of customer complaints, you are doing something wrong in terms of keeping the customers happy.
Most people will not take the time to complain about an issue unless it really is affecting them negatively, so if you get a lot of complaints, you should really sit up and take note, especially if many of them highlight the same issue with your company.
However, you should not look upon companions as a negative thing, but more as positive feedback that can help you make your business better. If you can do that, then you will be able to get back on track.
3. You don’t hear anything from your customers at all
Of course, getting complaints is never a good sign, but something that can actually be worse is when your customers simply give up on communicating with you at all. If this happens, it could mean that they have become disengaged from your business because it is simply not offering them the kind of service they would have expected or because they simply do not think you will listen to what they say.
The stats say that for every negative complaint, there are another 26 customers who are not happy but who have not bothered to say anything so if you notice a drop off in sales long with radio silence, it could be prudent to investigate what exactly is going on.
4. Even special offers do not work
If you offer lots of special offers and discounts, but no one is taking you up on them, then alarm bells should start to ring. Why? Because most people love a discount, so if you aren’t getting them to buy things when they are at a significant discount, it is probably because they either do not trust your company or they are simply not happy with the products snd services you offer.
Some decent market research should help;p you to determine what the issue is and put in place measures to make an improvement, but the worst thing you can do in this situation is to ignore it and hope that it goes away.
5. You get bad reviews
Getting lots of bad reviews is a really bad sign. Most people do not go out of their way to post reviews on the internet unless things are really good or really bad, which means that, if you are racking up lots of poor reviews, you need to act really quickly to take them on board, make the necessary changes, and perhaps offer discounts and incentives to encourage the customers you have lots to go ahead and give you another chance.
If you spot any of these key signs of customer dissatisfaction, it is important that you do something about them as soon as you are able. Keep your customers happy and they will keep you happy by being loyal to your company. It really is that simple, but so many businesses get it wrong and stick their heads in the sand. Dont be one of them.