With the internet at our fingertips and apps increasingly making our lives easier, the words ‘the customer is always right’ have never been more applicable.
With instant access to business reviews, ratings and comments, it’s become more important to ensure that your business is firing on all cylinders and you have the best team supporting your goals. Your competitor is just a few clicks away.
So, if you want to keep your customers happy, consider these three points:
1. Turn the other cheek and turn bad experiences into ‘wow’ experiences.
We know this can be difficult at times, but consider the alternative – you’ve lost a customer and all the business their comments could have brought with them. Mistakes will happen, so it’s wise to plan for when they do.
Put yourself in the customer’s shoes and go the extra mile to show them you understand their frustration. You might find they go away praising instead of criticising you.
2. Make it easy for your customers to complain directly to you and be prompt with replies and solutions.
Whether a customer is shopping with you online or in-shop, the best way to avoid them taking to the internet to vent their rage at a bad experience, is to make it easy for customers to give you feedback or complain directly, whilst they are still in your shop or on your website.
- If you have the resources to, consider adding a live chat option to your site to talk to customers with problems in real-time or add a specific email address for complaints that notifies you when it comes in to your inbox. Some companies may also want to follow up with an automated email after projects have been completed to say thanks and ask for feedback.
- In-shop, ensure your staff are checking in with customers regularly to make sure problems don’t
escalate. Some companies (such as cafes) may even want to consider handing out feedback cards with receipts. If a customer has had a bad experience; they are more likely to vent their anger here, than doing so online. It also gives you valuable insights about how to improve your products and services.
3. Know what your customers want and exceed their expectations.
There are so many online tools to help business owners understand their customers these days, it almost seems a crime not to make use of them.
If you are not using tools such as Google Analytics to improve the experiences your customers are having, you should start as soon as possible. It’s free and easy to set up. Follow these steps to get started: https://support.google.com/analytics/answer/1008080?hl=en
By understanding your customer behaviour better, you can get ahead of your competition by creating a website and online experience that is more relevant to their needs and wants.
If you would like some help with getting your Analytics account set up or some training in how to make the most of your Google Analytics data, we can provide a short introductory training session. Contact us to have a chat with Lara about arranging a time.