{"id":13929,"date":"2016-09-06T20:58:11","date_gmt":"2016-09-07T00:58:11","guid":{"rendered":"https:\/\/www.bullhorn.com\/au\/?p=13929"},"modified":"2019-03-02T09:12:11","modified_gmt":"2019-03-01T22:12:11","slug":"customer-retention","status":"publish","type":"post","link":"https:\/\/www.bullhorn.com\/au\/blog\/customer-retention\/","title":{"rendered":"5 Telltale Signs Your Customers Are About to Leave"},"content":{"rendered":"

Getting dumped by your customer can be devastating, especially when it\u2019s one that\u2019s been with you since the beginning or one of your biggest advocates. But if we\u2019re honest with ourselves, customers don\u2019t just decide to leave. There were likely plenty of telltale signs indicating your customer was less than thrilled or on the market for another solution. Maybe you failed to meet their expectation, or maybe you didn\u2019t have the right tools in place to even know a problem was growing. Either way, your customer\u2019s gone and you\u2019ve learned a valuable lesson \u2014 one that\u2019ll help you proactively look for relationship signals that\u2019ll help you be better prepared the next time around.<\/p>\n

Here are 5 things that signal your customer may be about to jump ship:<\/p>\n

    \n
  1. Silence<\/b>. No communication means there\u2019s no relationship. Engaged customers actively use your platform, ask questions, and provide feedback on ways you can make it better. If they\u2019ve gone silent all of a sudden, you may have a disengaged customer that\u2019s looking for an escape plan.<\/li>\n
  2. Your Contact\u2019s Changed.<\/b> When your contact transitions into another role or leaves the company, it can be a sign that changes are coming. Someone inherits the role and that person may have very little experience with your solution or may not see the value you\u2019ve provided and can continue to deliver. Even worse \u2014 that person could be looking to make some sweeping changes to prove he\u2019s different from his predecessor. For the sake of your relationship and to avoid potential churn, it\u2019s critical to start engaging your new contact before he seeks other options.<\/li>\n
  3. Your NPS is Plunging<\/b>. Net Promoter Score (NPS) is a common metric companies use to measure customer happiness. Your company may use this or some other customer health metric, but it\u2019s important to pay careful attention to the trends. A significant drop in NPS is a clear sign your customers aren\u2019t happy and may be shopping around for alternatives.<\/li>\n
  4. Acquisition<\/b>. Your customer gets acquired by another company. The new company will likely have their own vendor relationships, but that doesn\u2019t mean you\u2019ll lose the account. Don\u2019t wait for your customer to contact you because it might be too late. Be proactive and offer assistance during the transition. These situations serve as reminders about why strong relationships matter in business. If you weren\u2019t highly engaged with your customer and didn\u2019t know about an impending change in their business, it may be too late when you find out.<\/li>\n
  5. Spend Dramatically Drops. <\/b>The amount your customers are spending with you can correlate with the strength of your relationship. If your customer cuts their spend, even though you think you\u2019re delivering value, there\u2019s a good chance your customer relationship may be on the downturn.<\/li>\n<\/ol>\n

    When you\u2019re faced with these scenarios, the key is to engage and be proactive with your customers. Don\u2019t be defensive. Instead, take the opportunity to listen and understand your customer\u2019s needs so you can get your relationship back on track. Use technology to keep track of conversations with clients, NPS, and other customer health trends over time and you can get ahead of customer issues before they arise and avoid being blindsided by a customer who calls to cancel.<\/p>\n

    Learn more<\/a> about how you can use technology to proactively address client relationship issues, reduce customer churn, and grow your business by keeping your clients happy.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Getting dumped by your customer can be devastating, especially when it\u2019s one that\u2019s been with you since the beginning or one of your biggest advocates. But if we\u2019re honest with ourselves, customers don\u2019t just decide to leave. There were likely plenty of telltale signs indicating your customer was less than thrilled or on the market […]<\/p>\n","protected":false},"author":49,"featured_media":13930,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[556],"tags":[429,324,431,430,428,94,432],"class_list":["post-13929","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tips-tricks-and-how-tos","tag-client","tag-customer","tag-how","tag-relationships","tag-retention","tag-technology","tag-to"],"acf":[],"yoast_head":"\n5 Telltale Signs Your Customers Are About to Leave<\/title>\n<meta name=\"description\" content=\"Getting dumped by your customer can be devastating. 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