In this latest series of blogs we are looking at Customer Service. Specifically, how are changes in the way we all interact with brands, affecting what we expect from smaller businesses. This blog series will attempt to give you ideas for small changes you could consider in order to improve customer experience.

This old adage is a bit dated, clearly not true and not always a helpful way to think. Listen to most tales of poor customer service and you’ll soon realise that it matters less that customers are believed. Before you design a process which puts the onus on your customers to prove that you didn’t do your job, work out if that will really get you the outcome you are looking for. Most customers aren’t out to rip you off, and an experience of being treated like they are can damage their view of your brand for a really long time.

We’ve probably all heard that it can be 6-8 times easier to sell to customers who have already bought from us than to sell to a new customer. Investing in customer service and really thinking through what it means for your brand is a great investment for most businesses. What can you change to improve customer retention?

 

Blog by Isla…