If you want to stay ahead of the competition, you cannot depend on doing things exactly as you have in previous years. The world of marketing is changing rapidly and tactics you have used successfully may no longer work as effectively. Keeping on top of the latest trends and jumping on them early will help you maintain an edge over your competitors. Sometimes old things can come back in new and exciting ways. 2018 is bringing back something that many consumers and small business owners would agree has been missing-quality customer experiences.
Customer Experience
In the past we have talked about user experience primarily in terms of website navigation but that old yet important concept of providing outstanding customer service and customer experience is coming back. The trend towards greater personalization is also bringing companies back to building relationships based on live customer interactions as well as virtual personal assistants. Here are some ways you can market your small business through the customer experience you provide.
- Make one of your business goals to be customer focused. Train all of your employees in how they should treat your customers and potential customers by putting them first.
- Employees should understand that the customer is the one that pays their salary and need to be treated with the utmost respect.
- Employees need to present themselves as warm and friendly towards all customers and potential customers.
- Employees must have positive attitudes
- Employees must be able to lay aside other tasks and jobs and tend to customers when they walk through the door. The customer should receive your employees' immediate and full attention.
- Employees must be taught to listen first and respond second
- Under promise and over-deliver
- Make every customer feel like they are your one and only priority
Offer a 24/7 customer service experience by utilizing chatbots or virtual assistants. Chatbots or virtual assistants provide a smoother experience for customers visiting your website and they can also be used to answer the most commonly asked questions related to your business. Chatbots have their place but they are not a substitute for live customer support. Think about how many times you have tried to contact a company and can't get through the automated menu to a live person. It is frustrating and creates an image of your company being unresponsive or uncaring.
Provide easy, short methods for collecting customer feedback. Short satisfaction surveys, a suggestion box, or a simple, quick complaint process are all good ways to collect customer feedback.
Provide opportunities for your customers to engage with your company on social media. Facebook, Pinterest, twitter, YouTube and other social channels are great ways to attract customers and keep them actively engaged and interested in your business.
Location Based Marketing
Mobile technology is changing the way we interact with customers. Location-based marketing is growing in popularity. It allows you to target customers based on their current location. The only down side to this is that a customer must give permission in order to get their location. It can boost business by sending extremely relevant messages to customers in your area, near a competitor's location or even within your store such as special sales.
Live Streaming Video
Live streaming channels are changing the way people watch videos. Live videos can enhance those personal connections that you make with customers when you have a small business. It is also a great way to create some buzz around special sales, new products or company news. Videos tend to generate excitement and they are a good way to get customers to share content and boost your following.
With over 12 years in the business, Quikstone Capital Solutions has proven to be a trustworthy and knowledgeable lender specializing in small business funding. Over 60% of our clients are renewals looking to continuously grow their business. Whether you need cash for emergencies, cash to cover unexpected costs, or if you’re looking to make long overdue improvements, Quikstone Capital can help. 
