Customers are the lifeblood of any business. If your customers are not happy, they will quickly up and leave, taking their business and money to your competitors. To retain customers and keep them happy, you need to ensure your business offers fantastic customer service and care to every customer you come into contact with. You need to review your customer care policies regularly to ensure any queries or questions are dealt within a timely and efficient manner.
Customers are kings and queens and should be treated as such. Customers are choosing to spend their hard-earned money with you, so be thankful, grateful, and appreciative of all your customers. Be thankful every time they use your business. Look at offering some form of customer loyalty program that rewards them every time they use your business.
If you are losing customers, you are losing sales, and that all-important cash flow. It is time to analyze where problems within your business could lie. Using Happitu helps improve your customers’ journey showing you where and when customers are leaving and why. It is hard to pinpoint where you are losing customers if you don’t utilize technology. It is also even harder to keep finding new customers, so try to keep your existing customers happy with fabulous customer service each and every time.
It is easy to get complacent with customers, but you must give them more. Give them a reason to return and use your business time and time again. Capture their emails and offer something valuable to them, whether this is in the form of a freebie, a discount code, or money off coupon.
Constantly checking in with customers is essential to ensure customers are happy. Keep communications with customers short and sweet. Provide quick and short feedback forms as pop-ups at the end of a transaction. Capturing your customers’ thoughts and insights will allow you to monitor your customer care regularly and implement any changes quickly.
Remember that it is very easy for customers to write reviews about your business and service online, and the impact reviews can have, if they are negative, can be detrimental.
Ensure that emails, phone calls, chats, and messages from customers are handled in a timely and efficient manner. Nobody wants to be put on hold, so avoid this if you can. Do not keep customers waiting for a response for days on end, and always ensure you call them back within a suitable timeframe if you say you are going to, or you will end up losing that customer.
Good customer care and service should be something you continually review and update within your business. Remember that negative reviews from your customers and bad word of mouth always spreads quicker than anything good they will ever say. Ensure your customer care policies are the same throughout the whole of your business. From your social media accounts to your phone lines and website, make sure that customers all get treated equally and fairly.