Most SMEs are missing a trick in at least one area of customer experience…
Five of my favourite (and under-rated) strategies to boost customer satisfaction, drive loyalty and ultimately increase the value of your company.
No reason you can’t implement changes in one area right away…
🎯 Make it personal – SMEs if nothing else, should be able to offer a more personal service than the big corporates, but all too often fall short. These days it’s pretty straightforward to leverage elements of customer data, to tailor future experiences.
🎯 Multichannel – Provide your customers with several ways to engage with you: phone, email, Whatsapp…let them choose their preferred method(s). The same principle applies to the purchasing process and remove any unnecessary steps which might have crept in.
🎯 Over-communicate – Not literally… but it’s virtually impossible for the average business to over-communicate with their customers, even if it feels like it’s over-kill. Stay ahead of potential issues by regular (and prompt) comms about order status, product updates or potential disruptions. This level of transparency builds trust and keeps you front of mind. Consistency wins.
🎯 Training – Knowledgeable and engaged staff are better equipped to handle customer enquiries, resolve issues, and make a positive contribution to the overall customer experience. So are you doing everything possible to support them?
🎯 Ask for feedback – Make it a habit to solicit regular customer feedback. This can be a mix of formal and informal. Apart from showing you value customer opinions, it’s a way to nip problems in the bud and use insights to refine your offerings.
🎯 Extra mile – Robust post-sales support is one of the best ways to ensure customer satisfaction, gain additional referrals and maintain long-term loyalty.