By Chris Sparling on Small Business UK – Advice and Ideas for UK Small Businesses and SMEs
Great customer experience is vital not only for retaining and increasing your customer base but also for providing valuable insight into how consumers respond to your product or service, which can subsequently be leveraged to improve your small business.
For smaller organisations, which are more sensitive to fluctuations in customer loyalty, these benefits cannot be underestimated.
Research has found that 92 per cent of consumers are likely to make another purchase after a positive customer service experience.
Related: How to personalise your customer experience
Clearly, this is an area of great potential for businesses looking to gain a competitive advantage, and I would advise all leaders to consider customer experience as a core pillar of their business blueprint. This may seem daunting, but with the right tools in place, you can efficiently manage feedback to ensure no customer issue is left unaddressed.
#1 – Identify some clear strategies for feedback
Keep it simple but use feedback to help drive your business goals.
Growth: Are you sharing customer feedback on your website and Google? Not only will this help the awareness of your brand, it will help with conversion too.
Conversion: When you