5 Ways to Improve Customer Service

Posted by Karen Erdelac on Mar 27, 2015
improve customer serviceFor every small business, obtaining and retaining customers is like a game of chess. It takes strategy, dedication and time to acquiring customers and building client loyalty. 

Superior customer service can impact the business positively, while poor customer experience can result in lost sales. According to a Temkin Group 2014 customer experience survey, just eight percent of consumers gave businesses an "excellent" rating. Most of the study participants gave companies either "poor" or "okay." Other reports say 85 percent of customers have quit doing business with a brand because of poor customer service. 

This suggests that businesses of all sizes need to do more to show brands they care about their customers. From paying attention to customers' wants and needs to treating each client like a real person, the bottom line is that a high-quality customer experience can result in client retention, social media praise and competitive advantages. 

Of course, it takes more than saying "hello" and providing a smile to achieving superb customer service. A business owner must hire the right staff, provide 21st century customer service training, update equipment and install the latest software. Indeed, it can be costly. 

Although it can come with a lot of investment and a large price-tag to implement some of these elements, it is possible to institute through the means of various business funding options, like a merchant cash advance. This is a popular alternative funding tool for small- and medium-sized businesses in today's economy. 

Unsure what kind of customer service to invest in? Here are five solutions: 

Customer Centric Strategy

A customer centric strategy is when a business provides each customer with a positive and valuable experience during and after the purchasing process. This is achieved by defining what the customer experience really is, what the brand hopes to accomplish, how it can be done, which management systems will be needed and who the customers are. 

In addition, the business must consider a few other elements to this customer service strategy: 
  • Hiring the right staff to carry out these objectives.
  • Empowering these staff members and providing them with the necessary tools to do their job well.
  • Conjure up solutions when customer service problems arise: take responsibility rather than blaming blame others.
  • Refrain from allowing customers to wait in limbo without getting the service desired
 

Real-Time Customer Feedback

Want the best solution to determine if your business is offering the best customer service? A key to this is getting real-time feedback from customers. This can be done by asking the customer to take part in a brief post-transaction survey or by contacting customers through email with a short questionnaire. In order to achieve a greater number of successes, offer a draw for a cash prize. 

Loyalty Rewards Program

If you're a small business and you wish to compete against your bigger competitors then one of the best methods is to introduce a loyalty rewards program. Customers can gain points or receive discounts on a certain level of purchases. This almost certainly generates a greater certainty that they will return again. 

Modern Payment Technology

Not every single customer is going to be paying with the peer-to-peer decentralized virtual currency bitcoin, Smartphone payment apps or a Square card reader. However, there is a segment of the marketplace that does this, particularly the younger demographic. By installing modern payment technology, it gives payment solutions to certain customers and illustrates that you value their wants and needs. Of course, these younger demographics will continue being a customer in the long-term. 

Data Analytics & Metrics

The latest advancements in technology and numerous analytical tools have allowed businesses to expand their market research. Incorporating analytics and data metrics can give enterprises the opportunity to establish consumer profiles to better understand the customer. For instance, Jane Doe is a web specialist that wants the latest graphic design software, while John Smith is a restaurateur that needs a wide spectrum of food ingredients, particularly Mediterranean. 
customer service
A customer centric strategy is an expensive endeavor for every SMB. A business owner will have to seek out an array of business funding options in order to take advantage of the  these customer service solutions. 

A merchant cash advance offers fast funding for small businesses. This alternative business funding tool can cover these short-term expenses so your brand can focus on the bigger, long-term picture. A financial services firm like Quikstone Capital Solutions offers merchant cash advances that are fast, easy and affordable. Contact them today and learn more about convenient business funding options. 


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Topics: Funding Your Business, Growing Your Business