Customer service impacts your small business growth significantly so when you are searching for value propositions for your small business, don’t forget to include customer service. Excellent customer support should focus on customer engagement, answering questions and meeting, or exceeding, their expectations. The assistance and advice that you provide to your customers and potential customers can make or break your business. A study by American Express found that consumers are willing to spend 17% more with companies that deliver excellent customer service. If you don’t deal with customer complaints, you may see your small business appearing on social media, for all the wrong reasons. Here are five reasons to focus on taking your customer service from good to great.
If you haven’t already woken up to the power of data for transforming your small business, wake up! Data about your customers is one of the most valuable resources you have if you know how to use it. The information you have about your customers allows you to understand their behaviour better; interests wants and needs. This will help you to message customers effectively and focus your marketing. Qualitative data includes online reviews that customers write about your products and services, an answer to a survey question about which customer experience is the best and the conversation a customer had with a customer service representative.
In the age of social media, there is so much information that you have to take some of it with a pinch of salt. Loyal customers who provide genuine, positive endorsements online, and through word of mouth, will help you to leverage marketing without spending any money. Customer loyalty can be 5 to 10 times more valuable than their first purchase from you. Research has shown that;
Keeping existing customers by maintaining good customer relations costs less than winning new ones. Research has shown that it costs more than five times to attract new customers than it costs to retain existing ones. Research shows there is a 60% to 70% likelihood that existing customers will return to make new purchases.
Every business has a lifespan. The majority of small businesses close within ten years. Poor customer service is one of the contributing factors. Buyers become frustrated over small problems that are not addressed, such as unclear communication, slow follow up on questions, or ignored requests. Meeting your customer where they are is one solution for improving customer service.
Whatever products or services you are selling, they have value, and perceived value, to customers in the market. ABSS accounting software makes bookkeeping, tax, invoicing and many other aspects of business support easier. ABSS offers two customer support options; we will help you to keep up to date, compliant and technically supported. Why not get started by trying our complimentary 30-day introductory support. ABSS Premium Cover is a comprehensive support subscription that gives you the software, support and services you need to keep your business operating efficiently and profitably. Sign up to our Premium Cover today and receive these great benefits;