The understanding of human science, helps you to manage your marketing process, efficiently and effectively. Today, we would like to show, how you can manage your customers better, with a basic understanding of, human science!
Assuming that, there is a customer call to cancel subscription or membership of your company. How shall you handle them?
The first step was, to change the topic, and focus of the conversation. In this case, we told the customer relations staff, not to ask the most natural question. “Why are you calling to cancel?”, instead of, “What is the primary reason you’ve subscribed to us so far?” This is useful because, once people start presenting arguments, they discourse can quickly devolve, and result in a different decision.
The second step was, to demonstrate that, you as a corporation, can understood the customer. This is referred to as, the consistency. We’re more inclined, to listen to individuals we like, than to those we don’t like, which is an evolutionary shortcut.
One essential caveat, Faux is insufficient. This isn’t a case of “fake it until you make it.” Compassion and understanding, came easy to organisation. We told the team that, before they could provide anything, they needed to sympathise, listen, and accept that the cause, for the cancellation was real. Finally, we let the consumers choose, and choose the finest option, for their present needs.
We assisted organisation, in customising this offer, for their target demographic. Customers perceived the offer, to be much more customised, such as more value, because, it arrived after they had listened. This effort, resulted in a 50% reduction, in the number of, customers cancelling their subscriptions. After a few months, 15 percent of consumers re-subscribed, as a consequence of, additional initiatives we worked on.