WHY CUSTOMER BECOMES DORMANT

It is a very sensitive and debatable matter, which can not be discussed in

600 seconds.
However I will try to express my views on this topic within remaining 540
seconds.

When you enter in our facility, you will find a frame at reception, in which
we have declared our Customer First Philosophy.

What is that Philosophy?

“Focus on Zero Inconvenience to Customers

Understanding & Caring for Customer Needs
Delighting Customers by Creating Value”

Customer care ki philosophy in teen jumlou me samai howi hai aur yaqeen
karay in teeno points me say aik bhi point ko hum nay nazar andaaz kia,
hamara customer dormant ho jai gaa, hamari taraf khabi nahi aigaa.

Customer care ki sab se eham bat hai k customer ko yeh ehsas dilana k
woe k aisi jaga aya hai jaha par uski tamam tar mushkilat ka hal hai. Khas
kar usy is bat ka yaqeen dilana k jis jaga wo mojud hai waha k log uski
pareshaniyo ko apna samajh kar hal karny waly hai.
Customer care ka matlab hi customer ki tamam tar problems ko apna
samjh kar unhy hal karna hai. Khas kar k jab koi customer apny ap ko
kamtar ya buhat gusy main mehsus kar rha ho. Is situation main customer
ko is bat ehsas dilana buhat zarori hai k uski problem ko yaha par samjha
ja raha hai aur ushi k mutabik isko tajaweez pesh ki jayngi.
Teesri bat ye k jab ek customer ki soch main yeh bat a jaygi k CSR meri
problem ko achi trha samjh gaya hai, us wqt usy CSR ki ehmyat ka andaza
ho jayga aur us kay dil main CSR ki value paida ho jaygi. Jo k customer
care ka basic maqsad hota hai.

Customers go quiet they just do. They may no longer buy a product or service, or they
may have stopped interacting with the brand altogether.

But a business shouldn’t give up customers without a fight. Whether your customers have
gone to the competition or just gone silent, they are worth your time and effort to woo
them again. Here are five practical, easy to implement tips to engage dormant customers
and expand your base of paying, active patrons.

There is a reason your customers are no longer interacting with your brand and
uncovering the reason why is an important first step. One way to do this is to use online
surveys and polls that are specifically crafted for this subsection of your business. Don’t
be afraid to ask and be direct. This analysis will only make your business stronger.

Ask them what you could do better, how you could adjust your offerings, how you might
better meet their needs, etc. Take the feedback seriously and make adjustments where
possible. Then, let them know that their feedback was heard and implemented.

You might be surprised by how much goodwill this generates, and how the goodwill will
bring them back.

Your dormant customers may have become disengaged if they didn’t achieve the desired
results from your product or service. Show them the advantage of buying or doing
business with you by communicating the successes / satisfaction of your active customers
are experiencing. If, for instance, you are an online retailer offering personalized
shopping tips, show them a handful of happy customer quotes about your service.

Meet your customers on common ground. Don’t wait for them to come back on their
own. When you survey them (step 1), determine what platforms they are using and begin
to engage. Use social media to connect with them where they are. Everyday 450 million
people use Facebook – I bet your customers are there too. If you are B2B, reach out on
LinkedIn. Become a part of the conversation with relevant information. Here you could
offer instructional content, discounts, promotions, and links to related content or
conversations.

Look for persistent ways to stay in front of disengaged customers. For instance, a browser
app can keep you top of mind for every customer that downloads the add-on. Use apps to
share everything from content, functionality, social media resources, chat, video, RSS,
and more. Dormant customers might be attracted to the versatility and accessibility, and
you can easily keep them engaged with news, special offers, customer successes, and
more every time they go online.

Eik Internal Management ki company ne eik survey kia hai jisko me aap k
saath eik analysis share karma chahti hoon. Survey report kay mutabiq
customer kay dormant bunja nay k wajohat kaa tanasub is tarah hai.

1% Fowt hojatay hai

3% Kaheen aur muntaqil hojatay hai
5% Zaati wajohaat ki bina per apnay qareeb hi facility haasil kar laite hai
9% Dhondhtay hai ki ziyada se ziyada saving kum kharchaa hoga
14% Product ya service quality se dissatisfy hotay hai
68% Customer handling sahee na honay ki wajah se dormant bun jatay hai

Goyaa, customer ki dormant bun janay ki sub se bari wajah customer ki

mishandling hai. Mein dobara aap ki tawajjuh Customer First ki Philosophy
ki taraf lay jana chahti hon. Is philosophy k tamaam nuqat durust aur
proper customer handling ki taraf ishara kartay hai. In nuqat pe hum amal
daramad karain tu 68% customers dormant bannay se buch jaingay.

Pehla nuqta: Hamara focus hona chahiyai k customer ku hamay yahan kisi
se milnay mein, kaam karwanay mein, intizaar karnay mein zara si bhi
dushwari na hu. System aur dealing aisay na hu k customer ki naraazgi ka
sabab banay. Masalan, customer intizar kar raha hai k koi usku attend
karay aur yahan hum soch rahay hai k customer appointment wala hai yaa
walk-in; Customer lounge may koi usku chai paani puchay; Koi A/C chalaiy,
Koi bataiy k gari ka kia howa; Gari tayyar hai magar bill nahi bana;
Hamaray system aur log aisaiy honay chahiyay k customer ko mehsoos ho
k mujhay yahan aa ker kisi dushwari kaa samna nahi karnaa parta

Customer First ki Philosopy kaa dosra nuqta: Customer ki zaroriaat aur

khawahishat ko samajhna aur aur uski care karna.