How much of your focus is on the customer experience when your business is hired to complete a service for someone? Hopefully a lot, because 84% of customers say the experiences provided by a business are as important to them as its services. Showing your customers that you value them is as important as providing them with quality service each and every time.
What can small businesses do to offer their customers better customer experiences?
- Personalize Interactions: Roughly 70% of businesses are not effectively personalizing their interactions with customers. Unfortunately, they’re paying for that in a negative way. Emails that are tailored to customers and personalized to them and their needs have conversion rates that are six times higher than those that are not personalized. Your customers want to feel that you understand their needs and that you care for them as more than just another customer. When a customer chooses your business the first time, they are assuming you can meet their needs. When a customer chooses you the second time it’s because they know you can. Continually show your customers that you are out to meet their needs and be the expert they can depend on by offering personalized interactions every step of the way.
- Interact with Customers the Way They Want: Your customers don’t want to call you. It’s true, 85% of consumers say they would rather text a business than call them. It offers customers a much more convenient way to connect with your business, and shows that you value their preferences. Interacting with customers the way they want to interact with you provides a much more pleasant experience for them.
- Keep up On Social Media: Stay connected with your customers on social media by posting regularly and keeping your content interesting and worth engaging with. 90% of consumers agree that they are more likely to do business with a company after having a positive social media interaction with them. Remember, when it comes to social media marketing — always quality over quantity. Your content should be engaging, exciting, interesting and informative.
Make it easy for your customers to come back to you again and again by providing them with positive experiences with each and every interaction.
For more insights on marketing strategy that actually works for small business, subscribe to the FreshLime Newsletter here. Connect with Jay Bean, CEO and Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. And last of all, if any of these tips have helped you or if you have anything to add please comment below. We’d love to hear from you!