• Fast Track to Growth

Building a Business on Trust

Kindly contributed by Momentum South West

Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” Ken Blanchard

In this blog Momentum South West share their top tips to help you build love and loyalty with your customer base.

Meet expectations: The best way to meet your customers’ expectations is to understand exactly what their expectations are. How? Just ask. You could do this in a Customer Satisfaction Survey, commission a piece of market research or simply ask them at the till.

Be easy to do business with.  Look for ways to make things faster or run more smoothly.  Plot out your processes and look for chinks, blockages or opportunities for it to go wrong.

Make technology your friend.  Don’t be afraid of new tech, figure out how it can help save you time or money and deliver a reliable service. Start with a small test or trial to prove the process works and offset the cost with the additional sales or loyalty you’ll build.

Deliver effective communications.  Don’t make the sale, take the cash and never talk to the customer again.  It’s roughly 4 times more difficult to sell to a brand new customer than it is to sell to an existing customer, but you need to keep communication strong and two-way.  Explore what works best for your customers (making courteous phone calls, email newsletters or direct mail)?

Embrace social media.  Happy customers will want to talk about you on Twitter, Facebook, LinkedIn and/ or Instagram. If customer talks to / about you, engage in conversation by saying thank you and making them feel valued.

Plan to fail.  It’s inevitable that things won’t always run smoothly, so train your staff how to handle customer complaints in a polite and professional way.

Do what you say you’ll do.  Don’t make empty promises. Deliver what you say you will, when you say you will!

Learn from your mistakes. It’s not the end of the world to make a mistake in the customer's’ eyes, but make sure you take the learning to prevent the same mistakes reoccurring.

Momentum South West help businesses build trust by developing customer service strategy.  https://www.momentumsouthwest.co.uk

Discover more about Building a Business Based on Trustat the Fast Track to growth Business Festival taking place at Dartington Hall on Wednesday 24 April. Spaces are available here: https://bit.ly/2WQ3bgg

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