Although itâ€™s true that there will always be people who like to complain, and who will make the most of any opportunity to be the squeaky wheel, the majority of your small business customers probably wonâ€™t say anything if there are things about the bank that they think can be approved. Thatâ€™s why itâ€™s important to ask â€“ and keep asking.
Whether you conduct surveys through email, polls through social media or just sit down and chat with them when they come into the bank, there are some fundamental questions banks should be asking of their small business customers in order to provide the definitive banking experience.
Acting on the responses to these key questions will not only help your customers to become even better customers, but theyâ€™ll tell others about you, and thereâ€™s no substitute for the effectiveness of word-of-mouth. And their responses will help drive your bankâ€™s business.
It’s always a good idea to offer them incentives for bringing in new customers, and encourage them to network with potential clients through industry events. These are great ways to build and maintain a solid relationship.
If youâ€™ve given your customers a good reason to spread the word about you, it enhances your brand and attracts new customers.
So put some effort into asking your customers these questions. They are simple, you can act on the responses effectively, and strengthen your existing relationships while creating new ones.
Here at TSBC, we can offer you great content around creating the ideal customer experience with a great range of content for the small business section of your bankâ€™s website. Contact us on firstname.lastname@example.org to find out how we can help you.
Glen is the founder and CEO of The Small Business Company, a New Zealand based agency that specialises in helping banks communicate with small businesses through content marketing. He has written a number of books on small business principles and is a sought after consultant and conference presenter.