Making a new small business venture successful is challenging. The world of small business is packed with competition, and business owners have to work hard to keep their venture on top. Creating a competitive edge requires time and research. And one of the best ways to improve your bottom line is by providing customers with a higher level of service.
In 2020, many businesses struggled to stay afloat during the COVID-19 pandemic. If you are trying to rebound after a lackluster 2020, you need to focus your attention on improving customer service to improve sales. Below are some great ways you can enhance the level of customer service your small business offers.
Use Net Promoter Score Surveys
Figuring out where changes need to be made in your existing customer services strategy is not easy. Gathering the right information to make correct changes to your approach to customer service is crucial when trying to achieve success in the new year. For years, business owners have used the power of the Net Promoter Score (NPS) to see how well they are performing with their audience. These scores are created by asking various customers on a short survey to rate how well your business is done on a scale of zero to ten, and if they would recommend your business to someone else.
Ideally, you want your NPS score to be around 70 or above. If your score is below this threshold, then you have some work to do to bring it up. Once you gather the data from your NPS Surveys, you can get an idea of where changes need to be made. Using these surveys as a tool for improvement can help you serve your customers better, which will allow you to see improved profits over time.
Get Personal When Communicating With Customers
A recent study found that 90% of American consumers claimed that customer service was something they considered before deciding to use a company again. This means that one bad customer service experience can lead to future profits being lost. Rather than allowing customer service mistakes to tank your growth, you need to address any problems that may exist. Consumers want to feel like the companies they use value them and know them by name.
If all of the communications with your customers are generic and devoid of personalization, it does not create the emotional connection you need to increase loyalty. Personalizing the emails, messages and phone calls is a great way to show your customers you want to get to know them.
Following Up With Customers Is Important
As the owner of a small business, it is your job to make sure customers are receiving top-notch service. When trying to assess how well your team is performing for existing customers, get in the habit of following up with your customers after they have made a purchase. A quick call or email will help to make the customer feel you value their time and money.
Not only does this help you ensure problems are resolved, it also shows customers you are passionate about serving them. During these follow-up phone calls or emails, consider offering discounts to loyal customers. These coupons will help you increase sales and reward customers who stick with your business.
Creating a customer loyalty program is also a great way to enhance engagement and grow sales. If a customer is rewarded for buying your products or services, they will probably spend more money at your business in the future.
Don’t Let Customer Service Mistakes Slow Your Growth
As you can see, there are many ways to improve the level of customer service your business offers. By using the tips in this article, you can keep your customers happy and engaged.