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SME Owners - How to Give Great Customer Experience

As a small business owner you’re probably aware of how difficult it can be to compete with the “big boys” – larger national and multi-national companies who have huge budgets for advertising, website design, social media activity and other activities which enable a business to grow and gain the lion’s share of business.  This means that you need to think outside the box when it comes to attracting customers and growing your business.  Your customers are essential to ensure that your business survives, especially in the uncertain economic climate we are experiencing here in the UK right now.  One way in which small business owners can ensure success is to offer an enhanced level of customer service that seems to be missing when dealing with large, impersonal companies.  Today we’re going to take a look at some of the things you can do to ensure that you build strong connections with your customers.

  • Make sure your employees have the necessary knowledge that will allow them to solve your customers’ problems and allow your staff to make the decisions they need to do so.  Customers who have concerns or need help with your products or services don’t’ want to wait on hold or be bounced from one person to another, becoming increasingly frustrated – they want instant action so make sure your employees have the go-ahead to suggest solutions and carry them through.
  • Follow-up calls should be genuine – make sure you know what has been purchased and get in touch with each customer to check that they’re happy with it.  Ask if the product or service they’ve received was what they expected and ask if there is anything further your company could do to improve what they’ve bought or their overall customer experience.
  • Share information via your website and social media accounts on how to get the best out of your products or services.  Publish tips and tricks, how-to’s and other relevant information so that your customers get the most bang for their buck when they buy from you.  If you’ve come across an alternative use for a product or a way of making the product work better, then let your customers know.  You can use your social media posts to communicate this type of information to your customers and encourage them to respond with their own ideas and tips.  This is a great way of building brand authority.
  • Surprise your regular customers with small gifts now and again to thank them for being loyal customers.  This could be free samples of other products that may interest them, discount codes and money off coupons, etc.  If your regular customers feel valued by you, this will increase their sense of loyalty to your brand and your company.

Making sure your company delivers a great customer experience is a powerful way of improving your business.  Satisfied customers are likely to become brand advocates and share their experiences with friends and family on social media, giving your company some great free publicity and attracting more customers in future.