Sunday, 22 July 2018

Information and commentary for the small business banking industry

Getting the customer experience right

11 Jul

When we talk about tactics for increasing the amount of customers a small business has, we often focus on use of social media, improving SEO, analysis of customer databases and the importance of having an effective website.

Getting lost in the shuffle is the old-fashioned customer experience. Whether your small business clients have a bricks-and-mortar store or are trading online, it’s vital that they’re always looking for ways to enhance and improve their customer experience.

Well-trained, knowledgeable and friendly staff are an absolute must. All customers base their impressions on the people they deal with, so it’s essential that your small business customers regularly review their employees and ensure that they’re up to the mark.

Resolving customer complaints is also paramount. Not only are they going to retain their customers if they can solve an issue quickly and efficiently, but they’ve got a prime opportunity to turn a negative customer experience into a positive one. Complaints are actually a great opportunity to create a positive customer experience, one that should always be taken advantage of.

So next time you’re chatting with your small business clients about retaining and gaining customers, take a look at what they can do to enhance their customer experience.

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