Customer Retention
Fancy new software can help you organize and plan content campaigns, automate social media, streamline customer service, and deliver employee training. But it’s the messaging your customers and employees receive through all these channels that completes the customer retention cycle.
The Writers For Hire bridges the gap between your company’s tools and the written words needed to make those tools effective.
All Customers Have Is Your Word
At The Writers For Hire, we understand how vital retention is to your customer lifetime value (CLV) framework. The more loyal the customer, the more money they’re likely to spend.
Every customer interaction reflects your brand and is built entirely on your messaging. Your words shape your customer’s view of your brand, from the social media posts and emails they receive to the web pages they view online.
The Writers For Hire specializes in crafting content that engages customers and creates brand loyalty, meeting the needs of your company’s retention goals and making sure that every customer touchpoint is consistent.
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Customer Retention Services
It Starts at the Ground Level
It may seem counterintuitive, but customer retention efforts don’t necessarily start with the customer. Instead, taking a hard look at employee-facing materials may be the key to unlocking a better customer experience. Clear business processes and training can greatly improve the quality of your products or services.
Consider a bad customer experience with a cashier or a customer service representative, for example. Is it the employee’s fault for handling the situation poorly? Or has the employee not been given the proper tools to understand how to deal with a difficult customer situation?
A common response is to seek the newest software solution to deliver proper training then assume your staff can insert the content into the training program. The reality, however, is that many established brands lack current training and process documentation. To compound the issue, you may not have the bandwidth to update or write the volume of documentation required to create robust training.
Investing substantial amounts of capital into technologies before defining your business processes is like putting the cart before the horse.
Instead, start with effective employee-facing content:
Standard Operating Procedures (SOP)
When confronted with the question, “How should we do this,” a well-written SOP steps in for the busy mid-level manager who has no time to micromanage every detail. When each procedure in the chain is clearly written in plain language, your operational systems will flow much smoother, and your customers will know that they can expect the same positive experience time after time. Our technical writing team will collaborate with your subject matter experts to deliver up-to-date process documentation promptly, so you can focus on moving forward with your big-picture objectives.
Employee Communications
Employee learning does not stop at SOPs. You can disseminate vital information regarding company policies and best practices through digital social learning tools and training aids like employee chat and FAQs, PowerPoint decks, signage and displays, how-to references, and infographics. Company intranets, shared cloud storage, internal news feeds – let’s not forget the tried-and-true email notifications – can also help get the message out. The Writers For Hire will coordinate with team leaders to ensure consistent content messaging across media while providing optimal clarity for the reader.
The Writers For Hire Difference
We fully understand how important your company’s internal and external documents are and we never forget you’re depending on them — and therefore on us — to perform.
We welcome the responsibility of delivering content that improves your company’s reputation, ensures that your employees know what to do when faced with vital customer care decisions, and builds customer retention and brand loyalty.
