Babette Ten Haken

Contact Babette
  • Home
  • Programs
    • Keynote Presentations
    • Breakouts & Workshops
    • Coaching & Mentoring
  • Blog
  • About Babette
    • Testimonials
    • Honors & Awards
  • Contact Me!
You are here: Home / Customer Experience, Success, Loyalty, Retention / Communication Disconnects negatively impact Customer Retention

Communication Disconnects negatively impact Customer Retention

January 17, 2019 by Babette Ten Haken Leave a Comment

communication disconnectsCommunication disconnects, above all, have negative impacts on customer retention rates. And these disconnects abound across the workplace. All you have to do is listen and observe.

First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. As a result, customers become disengaged because of these often unintentional communication barriers. Because they think you are not making every best effort to communicate with them.

Next, when colleagues do not understand what your job title and function “mean,” they cannot understand what you can do for them. Let alone with them. Furthermore, your colleagues cannot understand what you both can do, together, to better serve customers. So, they give up, tune out and turn off. And customer-focused solutions fall short of what they might have been.

Then, when business systems have their own semantics for commonly-used terms, customers begin to misinterpret your answers to their questions. You both “think” you are using the same word, except the outcome is not what was anticipated. How frequently does misinterpretation negatively impact customer experience, making customers feel like they are working for your system? Instead of vice versa.

When communication disconnects are perpetuated, colleagues feel marginalized from the conversation. Customers feel the same way.

Today’s multigenerational and multi-educational and often virtual workforce requires greater communication skills than ever. Seeking common ground for communication, rather than sticking to discipline-specific terminology and buzz words, makes everyone part of the customer experience and customer retention story.

Otherwise, employees do not understand how their work complements the activities of other colleagues. While they remain productive, their activities can duplicate work performed in other areas of the company. Think about the impact of siloed collaboration on aggregated workforce profitability and innovation. If you do not know the answer, ask your current customers.

Tomorrow, pay more attention to whether your spoken or written communication creates barriers or enhances productive and profitable collaboration. Then, pay attention to your colleagues’ and your clients’ communication patterns. Perhaps, the first communication disconnects to impact are the ones you are accountable for.

Small changes to our habits often have big impacts. Moving forward, how will your conversations more productively and profitably connect with colleagues and clients?
  • Planning your next corporate or association meeting? Engage me to deliver one of my speaking programs and workshops for a refreshing change from the same-old stuff. Catalyze your mindset and skill sets!
  • Stuck in a professional rut? Book a 45-minute strategy session with me. Gain tactics to help you better serve yourself, so you can better serve customers.
  • Subscribe to my blog. Share your email address in the red box in the right column. Never miss another insightful post.

Image source: Fotolia

Enjoy this post? Please share it!

Share on X (Twitter)Share on FacebookShare on LinkedInShare on EmailShare on Reddit

Filed Under: Collaboration And Convergence, Customer Experience, Success, Loyalty, Retention, Human Capital & Industrial IoT Workforce, Professional Development Tagged With: business growth, collaboration, customer experience, customer retention keynote speaker, customer service, engineering, financial services, leadership, manufacturing, personal development, professional development keynote speaker, sales, storytelling, technology, women in business, workforce profitability keynote speaker

About Babette Ten Haken

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Hire Babette to speak at your next conference or corporate meeting.

https://youtu.be/Yf-h80O_QZ4
Sign up to receive posts via email
Please wait...
Please enter all required fields Click to hide
Correct invalid entries Click to hide
No spam, ever. Promise. Powered by FeedBlitz
SalesProCentral
Customer Experience Update

Categories

  • Collaboration And Convergence
  • Customer Experience, Success, Loyalty, Retention
  • Human Capital & Industrial IoT Workforce
  • Professional Development
  • Trending Book Reviews
  • Uncategorized

Recent Posts

  • You Need To Have Your Own Back First
  • Smarter Questions Yield More Informative Answers
  • Find Your Daily True North
  • Are You Upskilling Tactically Or Strategically?
  • Are You Really Spending Quality Time With Colleagues And Clients?

Archives

Revenue-Generating Problem Solving | Professional Innovation | Collaborative Leadership | Keynotes, Workshops, Facilitation Learn more....

Contact Babette
Sign up to receive posts via email
Please wait...
Please enter all required fields Click to hide
Correct invalid entries Click to hide
No spam, ever. Promise. Powered by FeedBlitz

Recent Posts

You Need To Have Your Own Back First

Smarter Questions Yield More Informative Answers

Find Your Daily True North

Follow Us!

Follow Us on FacebookFollow Us on TwitterFollow Us on LinkedInFollow Us on Instagram

Privacy Policy

Change Catalyst | Revenue-Generating Problem Solving | Professional Innovation | Collaborative Leadership | Keynotes, Workshops, Facilitation
Sales Aerobics for Engineers®, All Rights Reserved 2023 ©
By continuing to browse the site you are agreeing to our use of cookies