According to Lee Resource Inc., attracting a new customer to your business can cost five times as much as it does to retain an existing customer. This makes it especially important to provide excellent service to your current customer base. In fact, studies show that 60% of customers are willing to spend more money for a better shopping experience and happy customers will tell an average of four to six people about their experience.
Here are 4 ways to help your customer service shine:
- Hire the Right People: The first step in improving customer service is making sure you have the right employees for the job. Proper experience and qualifications are important, but it’s crucial to make sure they have the right personality and disposition for the job as well. Find employees who are friendly, professional and willing to go the extra mile for your customers to help ensure every customer has a pleasant experience.
- Make It Memorable: Being friendly and helpful to customers is important, but it’s also crucial to make sure your business stands out. Develop marketing materials or employee uniforms with your logo front and center to help establish your brand. Another way to do this is to design your store in a distinct or quirky way that embodies your business. Make your business memorable and create a unique shopping experience for your customers.
- Reward Loyal Customers: If someone has frequented your business for a long time, it’s important to reward their loyalty. Establish a rewards program or send coupons to regular customers. This will make them feel appreciated and valued and bring them back to your store.
- Understand What Customers Want: 79% of consumers want businesses to demonstrate that they care about them before making a purchase. One way to do this in store is to ask questions about what they’re shopping for and then help them find it. Or send out surveys to see how you can improve their overall shopping experience. After all, your business is there to serve them, and it’s important to know what a customer wants and show them that you care.
Establishing and promoting good customer service is crucial to every business, whether retail- or service-oriented. Make customers feel important the moment they walk through your door and you’ll keep them coming back for more.