Studies show that 68% of clients who leave a brand do so because they feel unappreciated, unimportant, and taken for granted. Further studies conclude that businesses spend on average 93% of their marketing budget to entice people to call, and only 4% is spent on call/customer retention.
It’s time to begin circling the wagons, folks. Your business is under attack. It’s time to fight harder and win the battle for your customers. Used to be… if you lost a customer, it was no big deal. The lake was full, right? It’s not like we were going to run out of fish anytime soon. But everything is different now. Isn’t it time to “Give your callers a reason to stay on the line?
Your competitors know only one thing: Get more customers. Some may have worked on client retention before. But most — if not all — have now scaled back or stopped completely; they are feverishly searching for new blood. Seducing your clients is their priority. They have your customers in the crosshairs.
How do you block this assault? The best defense is a good offense. Nothing… has proven to be more effective for customer retention, education and promotion than on hold messages.
By consistently and effectively communicating with your prospect you let them know that you value them. Caring for your callers on hold is exactly what music on hold and messages will do. It accomplishes the three most important ate’s….What are the ate’s you might ask?
1.Appreciate
2.Educate
3.Motivate
The only way to prosper in these decidedly uncertain times is to dedicate as much time, energy and promotion on how to retain your current customers and increase existing customer sales.
So what happens when you put your customers on hold WITHOUT an on hold message?
After 20 seconds...Callers begin to get frustrated.
After 30 seconds...Callers start to feel anger,
After 45 seconds... Callers actually forgot who they called!
After 60 seconds...30% hang up.
After 90 seconds...Another 50% hang up.
After 2 minutes...The average business loses 80% of its calls and doesn’t even realize it!
Music On Hold and Messages and customer relations go hand-in-hand. When on hold messages are produced with a combination of customer appreciation and sales messages they have a positive effect on customer loyalty, retention and sales.