Great customer service can help give small businesses a competitive edge. Here are three insights to consider that can help you take your customer service to the next level.
Small-business owners may be tempted to focus all their energy on gaining new customers, but providing top-notch customer service and finding ways to create loyalty among your existing customers may also give you a big advantage when growing a business.
Here are some insights that may help you keep your customers happy and provide exceptional customer service.
Customers are used to being treated poorly.
Chances are, you’ve probably heard family or friends discussing a bad customer service experience, indicating many small businesses may still underestimate the power of good customer service. On the other hand, brands have become well known for their exceptional customer service.
Consistently great customer service can set your company apart from your competition and create loyal customers who can rely on having a positive experience with your company. Consider including customer service as part of your business strategy or manifesto.
Word-of-mouth marketing is bigger than ever.
Traditional marketing can be costly for your small business and may not be the most effective marketing strategy. While traditional marketing may allow for your company to gain more exposure, customers often seem to trust the opinions of their friends, colleagues and family more than standard marketing messages. Many customers also look at online reviews before reaching out to a company. Every interaction with your customers may affect your brand image. Consider regularly communicating with your customers and responding to both positive and negative reviews.
Customers view companies as one entity.
n general, customers may view all employees as a single unit. If customers have a poor experience with one employee, they can likely project their dissatisfaction to the entire company. Consider providing training for all your employees on successful communication strategies. Coach them on what to say, but perhaps more importantly, what not to say. Educate your staff on empathetic, solution-focused responses to provide a better experience for customers.
Credit: American Express Open Forum Blog
