Reducing churn a key trend for 2013

An increased commitment to reducing churn will be top of the business trends for 2013, according to the strategic business director for Genesys, Richard McCrossan.

Sitting alongside embracing mobile, omnichannel marketing/customer service and big data, reducing churn will be a top priority for companies – whether created independent or from a franchise agreement.

McCrossan explained on freshbusinessthinking.com how businesses can do this: “Companies across the glove spend billions of dollars capturing new customers every year with exciting promises which may not be fulfilled.

“By focusing on your brand promise and executing that promise to consumers, companies can reduce churn, reduce customer effort and improve customer loyalty in 2013 and beyond,” he added, also cited by callcentreclinic.com.

McCrossan went on to suggest that web chat will also be embraced by established and fledgling businesses next year. In fact, he believes will form a significant part of all companies’ digital customer service strategies. What’s more, video could play a similar part; with McCrossan stating: “It’s in web customer service that we’ve seen video being used more and more to great effect.”

Innovation in customer service offerings will be key in 2013, the director concluded – particularly as consumers find new ways in which to make their opinions public.