Consumers’ expectations of customer service have evolved beyond the individual, in person conversations. Customers now expect the same level of service during all interactions, whether they’re purchasing in store or ordering on your website. Ease of use and instant gratification have become the key to drawing in customers and keeping them happy. Below are important steps you can take to improve your customer service, expand your market share, and keep your customers coming back for more!
Step One: A business owner must do the research, including marketing research and a Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis, to ensure you have a product or service that is in demand, and is able to contend with any competition. Step Two: Differentiate your business from the competition, either by targeting a niche market or offering a spin on a product or service that the competition cannot provide. This may be individualized service, knowledgeable recommendations, or specializing in an obscure product that is not carried by the competition, but desired by the targeted audience. Step Three: Once the patrons begin to show, it is critical to make a good impression and a long lasting connection with the customer. This can be achieved by truly getting to know the consumer as an individual, and providing service in a manner that makes them feel as if they are your only customer. Step Four: Assess your website frequently. Check to make sure your website is easy to navigate and user friendly. If you take orders online, have a transparent and easy ordering process. Send an acknowledgement to the customer thanking them for their order and providing an estimated time of delivery. Step Five: Always give the customer an incentive to come back. Whether it’s a loyalty program or a tailored follow up email informing the customer that new products have arrived, this personalized touch will win your customers over and gain their trust. In a world where customers are often pared down to their credit card number and expiration date, genuine quality customer service is rare. Delivering a unique and memorable experience will go far in capturing a loyal customer base. Get help for your business today! Visit DEWBusinessSolutions.com to learn more.
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AuthorDiana White has over 30 years in sales, retail, consumer psychology, and marketing experience as just a few of her skillsets. She established D.E.W. Business Solutions, LLC in 2014 to provide business consulting for small businesses. Archives
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