CUSTOMER MANAGEMENT TIPS

CUSTOMER MANAGEMENT TIPS

Aki Kalliatakis, founder of The Leadership Launchpad, has some advice for businesses looking to improve service performance: 

MAKE CUSTOMERS’ LIVES EASIER 

Companies need to look at four levels: 

  • What can be done to make it physically easier for customers?
  • What can be done to make things less intellectually and conceptually challenging?
  • What can they do to ensure that customers emotional frustrations don’t occur?
  • How can they save customers’ time? This is all applicable in your online store too, so don’t just look at your bring and mortar store. 

LEARN HOW TO SAY “SORRY” 

Businesses make mistakes often (whether it’s overcharging your credit card or sending the wrong product,) and customers usually want to hear two simple words: “We’re sorry.” Business owners often have trouble expressing that sentiment, which only leads to more frustration and anger from consumers. Don’t ignore customer unhappiness and don’t be petty or stingy when sorting it out. 

INNOVATE AND ADD VALUE 

Innovation and added value will separate average organisations from the unique, distinct and successful ones. To this we can add customer expectations to memorable and amazing experiences that they will want to repair over and over. It’s not only about gifts and entertainment: the personal touch has and always will be very desirable for all customers, not just the select few. 

ENCOURAGE LOYALTY FROM CUSTOMERS 

Encourage loyalty and retention from selected “good customers” by cross-selling and using the power of referrals and recommendations. But if those customers don’t feel actively positive about the business, these strategies will backfire, leaving an even darker void for salespeople. And decisions will also need to be made about the “long tail” of smaller customers that have the potential to grow. 

Reference: 

Your Business – Volume 19 No 2