It’s estimated that over two thirds of customers will fail to return if they feel unappreciated. This is probably the number one reason businesses lose customers. So when speaking at a professional services group members meeting this week I was surprised by their reaction to the idea of saying thank you. To them this […]
One way to grow your sales is to increase the spend of each of your customers, be that on each occasion they visit or buy from you, or through repeat business. They’ve already bought from you so they now know you, hopefully like what you have offered them, and by now they’ll be able to […]
On the twelth day of Christmas my true love sent to me Tip #12 Take stock What minor changes and improvements can you make to your customer service systems and processes to give your customers an even better experience? Sometimes all it takes is a minor adjustment to make a big difference. And if you […]
On the eleventh day of Christmas my true love sent to me Tip #11 Review your Customer Service Training Evaluate your current customer service training for new and existing team members. Does it just cover the basics, or does it go into depth and give your team the confidence to become customer service champions? Does […]
On the tenth day of Christmas my true love sent to me Tip #10 Stay in touch Providing you’ve gathered contact details it’s easy to stay in touch via email to let customers know what else is happening in your world and ensure that you stay on their radar until such time they’re ready to […]
On the ninth day of Christmas my true love sent to me Tip #9 Break the mould Stand out from competitors in the way you look after your customers. Just because something is not the norm for customer service in your industry shouldn’t mean that you don’t do it; it could be the perfect way […]
On the eighth day of Christmas my true love sent to me Tip #8 Engage and enthuse your team for the year ahead Happy team equals happy customers. Unless you’re doing something to keep your team motivated and involved and empowered there’ll come a point when they just stop bothering. Particularly if they’ve been off […]
On the seventh day of Christmas my true love sent to me Tip #7 Reward your team We’ve already talked about thanking customers, but at the end of the busy Christmas period it’s also important to give your team a thank you for their hard work over the year as a whole as well as […]
On the sixth day of Christmas my true love sent to me… Top Tip #6 Last impressions You’re only as good as your last encounter with the customer. What’s the very last thing your customers see, hear, smell, taste or feel as they leave? What will your customers remember most about doing business with you? […]
On the fifth day of Christmas my true love sent to me Tip #5 Say thank you In the same way you’d thank a friend or relative for their Christmas gift, a simple verbal thank you or even better a thank you note is always appreciated by your customers. And an added bonus, it helps […]
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