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.

Depending on the circumstances that lead someone to buy from you, the aspects of your customer care that you should prioritise will change. If you can try and prioritise what matters most to your customers:

Is it speed, value, trust, accuracy, making them feel special, making life easy? Of course we’d all like to be all of these things to all customers, but if you know the priorities it can make it easier to come up with the best plan of action to fix things when something goes wrong.

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…