Talk to Your Customers
Seems simple enough doesn’t it? Yet how many small business owners don’t actually speak with their customers directly? How many have either an automated response system in place to address problems/issues, or have a staff member get in touch with a disgruntled customer?
Put yourself in the shoes of your customers. What would have a greater impact on your perception of a company – an automated email response or a direct message from the business owner showing concern for not only addressing your problem/issue, but offering a suggested resolution?
The business world today is one of competition levels beyond anywhere they have ever been and so many industries are completely saturated. Everyone is trying to sell us on the latest, the greatest, and the best “whatever”. Everyone’s product or service is THE only one you should purchase. What happens to a population of people who are bombarded daily with SO many marketing messages resulting in serious information overload?
They stop listening! Most marketing messages are not even being heard because they are falling on deaf ears! What can you do to prevent your brand’s message from disappearing in the black hole of messaging?
Start by paying attention to the customers you already have. Did you know that it costs 5 times as much to acquire a new customer than either upsell or get repeat business from a current one? You need to pay careful attention to your customer service status to ensure that your customers are happy, that they become repeat customers, and that they refer your company to others. This is part of your reputation management. Keep them happy and they will come back again.
You need to be a little different, a lot more compelling, and need to have an edge over your competitors. How can you do that?
You have to start by thinking outside of the box. Thinks of ways to make YOUR brand message and YOUR customer service stand out.
Here’s an idea for you. As you know, video is HUGE and is the most effective marketing tool. What about creating video FAQ’s for your customers to make it easier for them to find solutions to their problems? Does this mean you don’t have to talk to them? NO! But creating an easier customer experience will result in happier customers.