Customer Experience News & Trends

Two steps get more new customers to stay with you

Contact center agents: Here are two steps that will help you make more first-time customers loyal customers.

These come from Paul Lundy, Xerox Global Services Managing Principal, who spoke at a Customer Service Excellence conference:

  • Make a plan to communicate more. When you contact customers again – via phone or email – give purpose to the conversation. “Checking in” isn’t a valid reason to contact them.
  • Find out who else talks to first-time customers – such as Marketing, Shipping and Sales. Find out what promises they’ve made, and make sure those expectations are met.

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