The customer journey never ends
Your marketing responsibilities do not end at purchase. Offering an excellent after-sales customer service is key to ensuring you stand out from the competition and increase the lifetime value of each customer.
If you are operating in a busy market, regardless of whether you are a product or service-based business, this is your opportunity to retain and build repeat custom.
Your reputation is key
As a small business myself, I know how I treat my clients is integral to my professional future (and reputation). And it means that if I am attentive, they are more likely to come back to me even if they find similar services elsewhere for cheaper.
Unless you have a completely unique offering, how do you stand out? How many times do we tell people ‘we are different’ or ‘we do things differently’ when deep down we know that actually our products and services are very similar to our competitors.
Leave a positive impression
Offer a fantastic customer experience and make them love you. Many clients and customers value good customer service over many other factors when making purchases.
If they are happy with the customer service they have received, they are more likely to turn into regular customers. And they will speak positively about your business to people they know – building a strong reputation and positive brand image.
Quick and easy ways to offer excellent customer service
Here are a few simple actions you can take to leave your customers with a great lasting impression of your business:
- Send a short survey and follow up any less than perfect comments or scores
- Email customers asking how they are getting on, and did they have any questions
- Publish content on social media about your products that might help them make the most of all the features
- Tailor your communication to acknowledge they are past customers, and you still value them – offer a special discount or a free download
- Make it easy for customers to contact you with any problems or queries and make sure you respond in a timely fashion (check all messages regularly, including your social media channels)
- Ensure it is clear on your website how they can contact you and encourage their feedback. They are less likely to complain about you online or to their networks
- Look at investing in an online chat service as your business grows
- Keep in contact, but don’t bombard them with more sales messages, instead, send them information that they will find useful and interesting
- Create a FAQ webpage or a guide that addresses common issues that customers have had in the past (you can check through past emails and reviews to compile a list of the most common ones)