Most
small to medium sized businesses face at least two primary challenges. It is
hard to rank either one of them in first place. You might take heart in the
fact that all businesses, no matter the size, face these same problems.
Can we
sum up those challenges by saying that one of them is finding and retaining
quality employees? Typically the other pressing problem is finding and retaining
customers.
Simply
put, if you don’t have customers that tends to diminish the need for employees.
Can we
agree that the process for getting a new customer in the first place is for
them to first “Know” about your business products or services that you
offer. And once they “Know” about your
business they need to “Like, Want and Need” what you have to offer. For that
customer to be a return customer we need to consider why they would
return. That return could be to a
physical presence or just another online shopping trip. But, why do they
return? If your business is typical, you have competition selling similar (or
even identical) products and or services.
That
return visit and purchase is usually based on a very simple premises, “Trust.”
They trust that based on their first experience they can “Trust” that future
offerings, even different ones will go well.
So we can
all agree that the customer experience is based on the “Know” “Like” and
“Trust” cycle. To keep your customers in that loop the real single expression
we can use is “Customer Service” at and during every interaction.
Customer
service surveys point to post purchase customer service as being the most
critical. Does that surprise you? If we look at our buying cycle of Know, Like
and Trust we find that the “Trust part of that is actually applied to the other
two in a direct relationship.
How does
your business do when it comes to overall customer retention? How does your
business do when it comes to post-sale customer service? Are you constantly
looking for new customers as your path to growth?
Most
businesses find that it is far more expensive to find a new customer than it is
to retain an existing customer.
This
brings us to your best solution to help you retain your customers with quality
customer service. Are you familiar with SMART Service Desk? We are a software
based solution that offers you the “Customer Service Solution.”
Would you
like to know more? http://smartservicedesk.com/blogs/7-principles-of-great-customer-excellence.html
SMART
Service Desk
600 West
Ray Road
Suite D-3
Chandler
Arizona 85225
602-235-0975
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