It’s simple– When your customers are happy with your business, they want to continue working with you. In fact, happy customers are 87% more likely to purchase upgrades and new services from you than others. There are many reasons to focus on customer service and keeping consumers happy, and the extra revenue from upgrades and new purchases is definitely at the top of that list.
How can business owners focus on keeping customers happy?
- Keep in Touch: Keeping in touch with your customers means that you are engaging with them and building a stronger relationship between each purchase. Connecting with your customers through social media, email campaigns and text campaigns builds trust and creates lasting relationships with your customers. Andrew Reid (Founder, Vision Critical) said it best, “Find a way to be personal with your customers and connect with them on a human level.”
- Be Accessible: Consumers expect answers right away when they come to a business with a problem. There are so many resources for consumers, but nothing compares to personal, informative connections. Provide your customers with a way to contact you easily any time, anywhere, through live chat on your website. Allowing your customers to contact you through phone calls, social media messages, webchat and text messages ensures that you are accessible when and where they need you. Nothing builds trust and creates happy customers like dependability.
- Open & Honest Communication: You’re the expert in your industry. Your customer knows it, and you know it. Keep your communication with customers open and honest so they know they can always count on you to be their top resource in your area of expertise. Provide your customers with tips and explain the process along the way during each service call so they can be a part of the process. Keeping your communication with your customers open and honest shows them that you respect their time and money, and you’re only looking to help.
Happy customers want to continue working with businesses they love and trust. When you have a customer who loves your business, your business should love them back and make sure they know it. Happy customers are 87% more likely than others to purchase upgrades and new services from businesses they work with. In other words, keeping customers happy keeps your revenue happy.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. 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!