Small Businesses (SMBs) frequently confront the problem of providing large amounts of customer service with limited resources and personnel. But, providing outstanding customer service may help a small firm separate itself from larger competitors and establish a loyal client base.
Personal touches provided by a small-business owner are appreciated by customers. More than half (58%) of all respondents in my company’s latest study of SMB executives responded that providing a great customer experience is a goal for their firm as well as a driver of customer loyalty. This is critical since nearly one-third (32%) of consumers would abandon a company after only one poor encounter.
According to the poll, social media has become a primary communications tool for many of these smaller firms, with 4 in 10 reporting the greatest contact with clients on these digital channels. With a potential economic slowdown coming, SMBs should investigate strategies to foster client loyalty in order to reduce the likelihood of a financial slump.
These are five strategies to think about:
Keep Keeping It Personal
Small businesses have the benefit of being able to give a more personalised and tailored client experience than a larger brand, which cannot possible know each of its millions of consumers individually. This might be as basic as remembering a customer’s name or preferences, or it can be as complex as going above and beyond to fix a problem.
The options are limitless: When a customer’s favourite French soap comes back in stock, the owner of a small chain of boutique skin care shops may send an email or text message to let them know. When Rover’s claws need to be trimmed, a mobile pet groomer may send an alert with a link for Rover’s human to set up an appointment. Small companies may strengthen their relationships with their consumers and generate a sense of loyalty that works both ways by customising the customer experience.
Make Use of Technology
When it comes to technologies that allow smooth, fast customer service, technology has levelled the playing pitch for many SMEs. Numerous types of business software, such as customer relationship management platforms or omnichannel communications platforms, that were previously solely available to large enterprises, now offer SMB-specific versions.
Businesses may use an omnichannel messaging platform to not only target the customer with the offer most likely to tempt him or her to buy, but also send that offer via the consumer’s chosen channel, which can range from text messages to Facebook to chat applications. These platforms can also assist small firms in responding to client inquiries and requests more promptly and efficiently.
Pay Attention to Your Clients
Listening to clients is one of the most critical things small businesses can do to provide excellent customer service. This is taking the time to understand their requirements and concerns and then using that knowledge to enhance products and services.
An omnichannel strategy is also essential in this case. Soliciting consumer feedback should take place across numerous platforms, just as it is crucial to deliver individualised customer care across multiple channels in order to reach your customers where they are.
Empower Your Employees
Investing in staff training may be a significant aspect in providing excellent customer service. This might include training on best practises for customer service as well as commonly asked questions regarding specific goods and services.
Following the first training, you might give staff some leeway. Employees who can make judgements about how to handle customer service concerns can give more personalised and customised solutions that fit individual needs, resulting in high levels of customer satisfaction and loyalty.
Be Responsive and Approachable
Small firms should endeavour to be as responsible and accessible to their clients as possible. Again, the ability for a consumer to contact a business through his or her chosen channel and receive a prompt response is critical. SMBs must respond to all consumer inquiries, whether they come in by phone, chat applications, social media, text messages, review sites, or other channels.
Small businesses may give clear information about their operating hours and contact information so that clients know when and how to reach them. Google Business Messaging is a strong tool for SMEs. This is a conversational channel that allows businesses to communicate with customers directly from the Google Search and Google Maps applications.
This gives businesses an early on-ramp to discussion within two recognised applications, which they can utilise to conduct dialogues that can generate loyalty and trust.
Small firms should not sacrifice delivering excellent customer service because they have less resources than larger corporations. Personalizing the customer experience, utilising technology to listen to consumers, and educating personnel to be informed, responsive, and available are all basic strategies for SMBs to establish a loyal client base and differentiate themselves from the competition.
