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.

The reality of running a small business is that sometimes we will have to do things in a certain way, and it might not be the best way for our customers. We may need to invoice up front, use automation, only accept certain payment options or only be available on certain days. All of these things are understandable, but they are also customer service failures. When you do something which isn’t the best option for your customer you need to think about how else you can make it up to them. Which are the choices you’ve had to make that may not fully suit you customers and what are you doing to excel in other areas?

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…