‘Hi Gerard, how is your morning going so far?’ A friendly acknowledgement, greeting and smile. And of course, good coffee… That makes me go back to this coffee shop as often as I can. We are all customers, every day, even if we don’t buy straight away, we ‘build’ an opinion about a business or service over several experiences, either by ourselves or through various social media outlets.
Good customer service relates to the service that a business owner and their employees provide before, during and after a ‘purchase’. Improving customer service skills with staff will likely lead to greater customer satisfaction and a more enjoyable experience for them. No matter the size of a business, good customer service needs be at the heart of every business and organisation. It is important to provide good customer service to all types of customers: potential, new and existing.
Although it can take extra resources, training, time and money, good customer service will lead to customer satisfaction which will generate positive word-of-mouth for a business, keep the customers happy and encourage them to purchase from that business again. Whether a business is run from home, online, or out of a commercial office, the customers are vital to the success of the business. But what about ….. loyal customers: they typically generate positive word of mouth. Generating and keeping loyal customers should be a priority for any business.
Here are some ways to help you attract and keep loyal customers.
Understanding why your customers buy from you is one of the most important elements of your business model: is it your customer service, your convenient location or your low prices?
After-sales follow up means contacting your customer after they’ve bought a product or service from your business. Contacting your customers after the sale can help you build an ongoing relationship with them, and encourage them to talk about your business in a positive way.
Giving your customers a ‘reward’ for returning to your business can be an effective way of encouraging your customers to stay loyal to your business (e.g. coffee card, discount card).
It is important to understand what customer service is and why taking the time and maybe train staff to improve it can be beneficial to your business.
Creating a unique experience can be another way to attract and keep loyal customers. This is also known as a unique selling proposition (USP). Your USP can set you apart from all your competitors, make your business memorable or solve a gap in the market. Your USP is also an important aspect of your brand and positioning. If your business offers an experience that no one else does, your customers are likely to come back to experience it again.