Making your customer king!

I don’t think it would be too bold to say that at some point in our lives, we’ve all been on the receiving end of good customer service.  I also don’t think I’d be wrong if I said that when we do get treated poorly as customers we’re much more likely to talk about it then when it’s been good. It’s human nature?

Customer service feedback

You could, when feeling flippant, argue that businesses can afford to let the odd customer slip through the net from time-to-time but with social media sites giving consumers a louder voice than ever before, getting customer service right needs to be top of the business agenda.  But as we’ve seen from our Customer Kings 2010 Report, Customer service has become increasingly vital to British small businesses.  Keeping customers loyal and engaged can be the real difference when it comes to staying afloat in tough times.

The good news is, it’s really not that hard to reach ‘customer service utopia like the winners of Customer Kings Awards 2010 but to get you started, here’s a pointers:

  • Make customers the centre of your businessonly one thing will truly help you become a customer king. Find out everything you can about your customers, ask them what they’re looking for from your business and then do it. Be prepared to be like them, and talk to them on their terms – whether that’s face to face, via telephone or by Facebook
  • Join the online revolution – 40% of small businesses are now using social media like Twitter and LinkedIn, and those that do are likely to have more customers and be more optimistic about the year ahead!
  • Learn from othersand don’t be afraid to look around for good ideas. 61% of the businesses we spoke to said that they had changed their business in the last year to make it better for their customers. Look at other companies’ ideas on customer service, and if you think it could work for you too then go for it
  • Take tech seriouslythere’s a big difference between using IT to run your business and using it to make it the best it can be. Online retailers (like one of our winners, Glasses Direct) were rated as the best when it comes to customer service, but just 25% of British small businesses are selling online. Is yours one of them?
  • Keep your people closeyour staff are one of your most important assets when it comes to keeping your customers loyal, and almost 40% of businesses told us that they were just as concerned about losing their best people as they were their customers. Do everything you can to the people that matter to your customers in your business
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