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How good customer service can help you market your business

womanwithheadset30343063.jpgBusiness owners may be surprised to find that a recent study indicates that the number one reason customers move onto another business, is indifference towards customers by the business owner and employees. This is a significant finding with almost 2/3 of the customers who were surveyed, saying that they took their business, elsewhere because they were poorly treated. This is a highly unfortunate mistake by many businesses, because not only do they lose the revenue, from these customers, they also lose the opportunity to use their happy and satisfied customers, in their marketing approach.

It is important to ask yourself-Do you know any businesses that work hard in the area of keeping customers by showing them that they're cared for? The bottom line is overcoming indifference represents the best opportunity for you and your business,to build customer loyalty. If you haven't already created a customer retention program, this may be your best opportunity for capturing and keeping more customers. When you have successfully done this they can help you with marketing your business. Here is what you need to know about how good customer service can help you market your business-

  • Make customer service the top priority-Keep in mind that it is only your happy customers who can help you grow your business, and equally important your unhappy (and former) customers, can do significant damage to your marketing efforts. Start by asking your customers what they want and give it to them again and again. Remember that when the customer asks, the answer is always yes-no questions asked.
  • Understand what your customer needs-Under-promise, over-deliver. Customers expect you to keep your word, so you need to exceed it. Whenever you can go above and beyond, it will pay off in the long run. Get rid of your inspectors and consumer-relations department. Make it a policy that every employee who deals with customers must have the authority to handle complaints. Train your employees that no matter where they work that the customer is the priority.
  • Set up a complaint department, box, etc. Some small business owners think that if they are not getting complaints then everything is o.k. This is not always the case. You need to encourage your customers to tell you what you're doing wrong. This way you fix what needs fixing, and make more customers happier for the long term.

When you have improved your customer service to a higher level, then you involve your customers in your marketing efforts. Here are some ways to do that-

  • Have your happy and satisfiedcustomers fill out customer surveys. If you get outstanding grades, then use them in your marketing promotions. If your grades are less then stellar then change what you need to improve.
  • Ask for customer recommendations and referrals-With permission ask your customers, if you can use their testimonial in your marketing materials. In today's market consumers are hesitant to put their money toward an untested product or service. When they see that other people recommend your product or service, they can be far more willing to spend their hard-earned dollars with you. In addition, ask your customers if they have referrals. Your customer who regularly purchases from you, can be one of your best sources, for potential ways to market your product or service.
  • Offer a discount or bonus gift for bringing in new customers-Everyone likes to get something for free. You can often get some great marketing done for free, by offering your existing customers, a discount or bonus gift, for bringing in someone else. Just be sure to add the rule that the new customer must make a purchase, in order for the discount or bonus to pay off for you.
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