Building a base of loyal customers is one of the most important tasks a small business should have on their to do list. A small business can’t compete with a large one on price or logistics, but it can knock any large company out of the water by focusing on building customer loyalty
Did you know that 92% of customers believe recommendations from friends over all other forms of marketing? Hoping for positive word of mouth can feel like something that you can’t really control (I mean you’re not going to follow your customers around listening to see if they recommend your business - and if you are doing that, please stop because it’s illegal) but there are things you can do to encourage people to recommend you.
One of the hardest things about being in a small business is knowing how personal to get with your customers. How much of your personality should you show, and where’s the line when it comes to talking about your personal life?
It can seem easier (and potentially more professional looking) to keep your business 100% professional, but there is a benefit to allowing a little more of “you” show in your business. That benefit boils down to one simple truth - customers want to feel like they do business with a human, not with a faceless company.
I’m sure you’ve heard of Amazon. Even if you aren’t in a country that Amazon currently operates in you possibly own a Kindle, or listen to audiobooks on Audible. Amazon has changed the world in the last twenty years and has no intention of slowing down.
But how? How do they come up with the solutions that they do? They give the customer a seat at the table. Literally. Jeff Bezos loves to leave an empty chair in meetings to represent the customer. When you have a company as big as Amazon, it can be so simple to forget why the business even exists (aside from serving shareholders and earning more profit). By literally making sure they have a seat at the table it keeps a physical reminder present.
If you feel like customer service has to be 100% hands-on or it’s just not good enough - then this is the article for you. It's great to have a personal relationship with your customers, but it's also a really quick way to burn yourself out. So today I'm sharing six different things you can set up today to save you time on customer service.
Some of these things are going to take time to set up properly (and one requires you to put aside time in the long term) but I think you will be surprised about the amount of time it will save you in the long run.
Before we dive in let me give you one guiding rule to follow - automate your processes, not your relationships with your customers.
When it comes to business getting your customer service wrong can be catastrophic. 91% of customers will walk away from a business after a bad customer service experience. Yep, NINETY ONE PERCENT of the people surveyed said they would never purchase from that business again because of a crappy experience.
If you’re a small business, you put a lot of time and energy (and possibly money) towards gaining new customers. You build your social media profiles, educate people on why your product or service is the perfect solution to their problem and try to get your brand out there.
But what about your existing customers? What about the people that have already purchased from you? How much time do you spend thinking about how to nurture your relationship with them?
It's almost the first week of December, which I think means that the festive season is here. In amongst the end of year sales, strategising for 2018 & loving (or loathing) Christmas carols now is the perfect time to think about giving back. Today I'm sharing 12 different ways to give back this festive season; to your community, your customers and your employees.