The Benefits of Creating a Unique Proactive Care Strategy

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: Adding Value Through Proactive Customer Service

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
Your next lesson will play in 10 seconds
  • 0:02 Proactive Customer Care
  • 0:54 Benefits of Proactive…
  • 1:14 Creating Loyal Customers
  • 2:00 Acquiring New Customers
  • 3:21 Unique Proactive Care
  • 4:15 Lesson Summary
Save Save Save

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

Speed Speed Audio mode
Lesson Transcript
Instructor: Allison Tanner

Allison has a Masters of Arts in Political Science. She has worked in the customer service and food industry since 2013.

Imagine addressing problems before they are a problem. This lesson will discuss the benefits of using a proactive care strategy and how a unique strategy can maximize your results!

Proactive Customer Care

Providing top notch customer care is extremely important to Jammin Delivery. In fact, Jammin has always had great customer care. The last several years they have been ranked number one for their fast, efficient, and successful resolution of customers' problems. Despite having great reactive customer service, which means they do a phenomenal job responding to problems once they arise, Jammin has lost several customers to their rival, Boomers.

Why is Boomers acquiring Jammin's customers? Well, Boomers doesn't wait for a call from an angry customer whose package wasn't delivered on time. Instead, Boomers will call customers to make sure that items were delivered on time and ask if everything arrived as expected. This is known as proactive customer care, meaning that Boomers reaches out to customers before a problem arises.

Benefits of Proactive Customer Care

When a company reaches out before a problem arises they can both prevent and resolve customer conflicts, and it can be highly beneficial for a company to identify and resolve potential issues before the customer is upset. Two important benefits of proactive customer care include:

  • Creating loyal customers
  • Acquiring new customers

Creating Loyal Customers

By preventing or addressing problems before they occur, proactive customer care can help to increase customer loyalty, or the desire of the customer to use one company's products or services. Imagine that Boomers' customer Mike is supposed to receive an important package by noon. The driver was caught up in traffic and won't be able to deliver the package on time. Instead of just delivering the package late, the driver calls Mike to let him know he is going to be late. In order to help make up for the delay, they will waive the delivery fee and offer him his next delivery free.

Boomers didn't deliver the package with an apology. Instead, they took the time to let Mike know that a problem was going to occur. Because of this, Mike decides that he will only use Boomers for his delivery needs.

Acquiring New Customers

Even if Boomers has several loyal customers, they still want to grow and acquire new customers. When a company uses a proactive customer care plan, they are able to establish a good reputation. This reputation can be spread by word of mouth or company reviews.

Word of Mouth

Mike and most of Boomers' other customers are so pleased with Boomers' proactive customer care that they tell everyone they know to use their delivery service. With a 'booming' reputation via word of mouth, Boomers is able to acquire new customers who might have used other services.

Company Reviews

In today's tech savvy world, most customers do online research about different companies they are interested in using. For instance, when a customer logs in to see customer reviews of Jammin, they may come across a review that says:

To unlock this lesson you must be a Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use

Become a member and start learning now.
Become a Member  Back
What teachers are saying about
Try it risk-free for 30 days

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Create an account to start this course today
Try it risk-free for 30 days!
Create an account