3 Signs That Help Indicate Risky Customers

Most organizations wish they had the resources required to give their customers the attention they deserve but this isn’t possible.  In many cases, there are certain aspects that have to be prioritized first.  For instance, you need to find those risky customers that might not renew their account so you can take the necessary steps to secure their loyalty.

But, how can you identify those type of customers in the first place?  Believe it or not, there are signs of trouble and they aren’t that difficult to recognize once you start actively looking for them.

 

When a customer isn’t pleased, they often speak out.  Some of them prefer to post their complaints on social media.  If you have club websites, negative feedback might be directed to such platforms since they want their dissatisfaction to be noticed.  Any kind of straightforward negativity is a clear sign that customers are unhappy.  Once you take note of these complaints, immediate action should be taken to provide solutions.

 

Other organizations don’t have club websites to browse for negative feedback.  In such cases, you can always rely on the NPS survey results.  Most competent organizations make an effort to regularly survey their customers.  Detractors or even neutral scores are a sign that there could be issues.

 

What happens when you don’t have access to easily detectable signs?  In these cases, you need to explore your online community.  Risky customers tend to leave sarcastic or questionable comments.  If there are no heated exchanges, look for customers that are not active as the absence of interaction is also a warning sign.
To be clear, none of these signs on their own prove that a customer is thinking about abandoning an organization.  But two or three of these at the same time is a good indication that you need to act quickly before you lose a valuable member.