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.

Platforms like twitter have had a dramatic impact on how quick we expect companies to respond to us, and this impact applies even if you don’t use twitter. How long will your customers wait for a response before they start getting frustrated? For some sectors it can be as little as 2 hours. If you aren’t able to respond to customers for a period of time…. What is your plan B?

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…