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Due to a still struggling economy, retailers are having to step up their customer service to stay competitive. In addition to providing stellar customer service in stores, businesses also need to be aware of the importance of retail customer recovery. It is believed that replacing a customer is up to 10 times as expensive as recovering an unhappy one, and in this economic climate, few businesses can afford to replace large numbers of consumers. One effective way that retailers can improve their retention efforts is to take advantage of customer recovery and feedback companies. The expense of running a company's own contact center is usually too costly, but third party solutions are available at a fraction of the cost, and they often offer better services. Using an outsourced provider for feedback and retention provides a solid return on investment, and it gives businesses the ability to offer customers a variety of contact options that are available around the clock. Effective retail customer recovery requires businesses to make representatives available 24/7/365. People expect to be able to have their problems addressed when it is convenient for them, if they reach out to a company and cannot get in touch with someone; they are going to take their business somewhere else. By using a top feedback and recovery company, retailers are able to offer consumers a number of methods to contact them, ensuring solid contact and retention rates. Top feedback companies will also provide web reporting services for businesses. Web reporting enables retailers to look at logged customer communications in real-time, and it can enable businesses to track and deal with issues immediately. If a location is having a problem or a product is under performing, businesses will not have to wait to find out about the issue.
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retail customer recovery, web reporting, customer experience management companies, customer feedback companies,
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