I tell my entrepreneur friends and trainees, that your customer is your king! And in most cases your king is neglected once sales are made – After sales people often do not consider themselves as part of sales team and forget that only their services are bringing the customer back and fetching referrals too.
Customers are indeed a pain! They are hard, if not impossible, to please. They endlessly whine about the quality of the company’s service, the price of the product and the complementary features they think they are entitled too. And why should they not? They are burning their hard earned money (or credit card) in buying your product; and every piece sold brings in more revenue in the company.
Technology has done wonders, and one of its wonders is the speed that it can spread the word around with! Twitters, Facebook, Linkedin are making it really difficult for companies to prevent for reputational damages. Customer influence and expectations have never been greater than in today's around the clock web connected world. Comments and opinions, positive and negative spreads at across the Internet and its many channels, communities, blogs, discussion groups and trusted business and social networks with a speed we cannot imagine!
Undoubtedly, today your customers need more attention, quick response and more personalized service – Remember there is competition in the marketplace. And also that most customers do not complaint; they just do not come back! Since a repeat customer reduces the cost of doing business, he is important – companies’ today need to invent new ways to retain customer loyalty lets think how can you keep brining repeat customers? How can you add value to your current customer service?
At times it is as simple as listening to your customer – Yes so simple:
Many companies, brands and campaigns put their reputation at stake only by a lack of listening and prompt responsiveness. Remember, your customer is busy – He would call you only if there is an issues – and your careful listening and reacting can make a significant difference to your brand perception resulting in customer loyalty and retention. Also you can build your brand value by engaging your happy customers through social media network for a viral impact!
There are two quotes I like to share with you:
‘If you do not take care of your customers, someone else will’ – Clark Harley.
“Choose to deliver amazing service to your customers. You'll stand out because they don't get it anywhere else” -Kevin Stirtz