Your secret weapon to improving customer satisfaction and building long-term brand loyalty.
Every small business owner knows a happy customer is a loyal customer.
Customer service should be a priority - especially in the early days of your business. Going that extra 10% may mean the difference between a sale and a missed opportunity.
According to an American Express report, one-third of customers say they would consider switching companies after just one instance of bad customer service. Yikes!
So how do you secure loyalty? Here are five free ways to help your customers feel loved:
1) Birthday surprise
It may seem trivial, but celebrating birthdays is an essential step for building long-term loyalty. 77% of smartphone users agree receiving a birthday messaging has a very positive impact on their brand loyalty.
The gesture doesn’t need to be grand but a small birthday email and discount provides an opportunity to connect with your customers and drive engagement. The birthday incentive could also be used to collect email addresses. Win-win!
2) Act on feedback
Feedback comes in three flavours - the good, the bad and the ugly. But the trick to capitalising on feedback is responding quickly.
If the feedback is positive, acting on feedback will show the customer you appreciate their kind words. Whereas, if the feedback is negative, it will show you’re listening, willing to improve and are looking for solutions.
If you find yourself struggling with negative feedback over the phone, check out these helpful tips for winning over difficult customers.
3) The VIP feeling
52% of customers say they have made an additional purchase from a company after a positive experience. That’s a pretty substantial result for a bit of customer attention.
Some of the ways to help your customers feel like a VIP are punch cards, special discounts, free resources or simply thanking them. It’s important to reward your current customers and not just your new ones.
4) Knowledge is power
If you’re going through a business change or noticing some changes in the industry, this is a great opportunity to reach out to your customers. Sending the occasional update demonstrates you are ahead of the trends and gives customers a peek behind the scenes.
Keeping your customers in the loop will also help them be more supportive down the track. For example, if you need to discontinue a fan favourite product or can no longer offer particular services. Sharing your triumphs and challenges will boost your company’s authenticity.
5) Get their opinion
When it comes to discovering customer insights, there is no one better to talk to than your customers! If you’re releasing a new product, why don’t you ask your customers for name inspiration? Or if you’re looking to improve your construction company, ask for their thoughts on your services.
Microsoft reports that “77% of consumers view brands more favourably if they proactively invite and accept customer feedback.” Focus groups, phone calls or even Facebook surveys are all a great way to get honest opinions.
Honcho Hint - Great customer service is one of the best investments you can make. Check out these other tips to improve your small business that require absolutely no money - or talent!
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