Free and Easy Ways to Engage More Customers

Posted on Oct 8, 2015

bigstock-Coin-seed-watering-can-dolla-71875882Everyone knows that it’s less expensive to retain good customers than to acquire new ones.

Imagine if you could improve your customer retention rate – without spending a dime! You can, with three old-school techniques.

It takes twelve positive experiences to make up for one unresolved negative customer experience.

– “Understanding Customers” by Ruby Newell-Legner

Listen

In today’s information world, it’s easy to get distracted or multi-task. Equally vexing to the customer experience, our fast-paced lives often encourage us to jump to the answer before hearing the question.

People want to feel like they’re being heard, so:

  • Slow down and focus,
  • Don’t interrupt the customer,
  • Repeat or rephrase their primary question or concern, and
  • Ask clarifying questions if you need

 

78% of consumers have abandoned a purchase because of bad customer service.

– American Express

 

User Manners

While I love the immediacy and unfettered access that our digital world brings, it does tend to dehumanize us. @Cookerandson isn’t a handle – it’s a human being.  Always remember the basics – “please” and “thank you” go a long way – and whenever possible refer to people by their names. Respect communicated through good manners shows that you value the individual.

A bad customer experience is shared twice as often as a good customer experience.

– White House Office of Consumer Affairs

 

Be Responsible

If you promise to investigate, follow-up, or somehow extend the customer interaction beyond the current conversation, then for Pete’s sake – do it! Don’t make promises you don’t keep. It’s not going the extra mile, but your customers will feel like it is in our service-starved world.

 

Not all the forces that go into a customer experience are within your control. How you respond to customers is.

 


We’re Here to Help

You’re wearing a lot of hats. We understand – we’re a small business too. Contact us to find out how we can help.

Free tips & best practices

You're Awesome! Thanks for signing up

Nope, I'd Rather Not Know

Free and Easy Ways to Engage More Customers

by Scott A Livingston time to read: 1 min
0