If you wish to retain your customers and make more, you should not neglect the aspect of “Customer Experience.” And if you think it is being just nice, then you are wrong. You must go beyond that, dig deeper to know your customers esp. their likes, dislikes, wants, etc. and then give such an experience to them that naturally, they will feel like coming back again!
Small businesses have an advantage because of their flexibility and size. They have fewer chances of getting saturated with a big volume of customers; they also don’t have to deal with any corporate bureaucracies. Thus, they are best placed to give a unique, quality, and personalized customer experience. If you want to know what personalized customer service can do to your business, here are the reasons:
You will get free referrals
When customers become happy doing business with you, they become more willing to share their good experiences with others. People trust the reviews of their peers more than the usual advertising, thus you stand to benefit if you make customers happy. You get free advertising from your current happy customers, who become responsible to bring in more customers.
When customers feel your business cares for them, why will they look to go to another business the next time for a purchase? Even if the product/service turns out to be problematic, the customer service has the power to still retain the customer, calm them down, and give the best possible and satisfactory solution for their problems. Naturally, they will become loyal to you for the long term.
Understanding their needs
When you give a personal touch to your customer service and become friendly to your customers in a bit informal way, they tend to reveal more. You can take advantage of this to know more about them, their needs, desires, wishes, opinions about your products/services, etc. You will better understand the market expectations, current status of rivals businesses, and much more from your customers.
Your Brand reputation will increase
In the quest to look different and unique from the competition every small thing will matter. That includes giving an awesome customer service which will be personalized, because not all businesses do that, especially in saturated markets. This will build a solid brand and you will see a gradual growth in your brand. Over time, your brand name itself will be enough to attract new customers and increase business for you.
Meeting customer expectations
Customers have certain hopes or expectations before they set out to purchase/do business. If you fulfill them and they get satisfied, naturally they will come back to you again. Convenient and faster customer service will benefit your business in many ways. Personalized customer experience will become a good base for an omnichannel service which will equally balance out the automation and human part; it will empower a continuous improvement, resulting in overall growth in your business.
For small businesses to become successful and go big, they need to focus on every aspect of their business and customer experience is a crucial one. It will help your business gain an advantage over your rivals and it will build long-term relationships with customers. If you are lacking in this aspect, it is time to pull up your socks and get going.