Anyone in business knows that the customer is always right and we have to ensure they stay happy, satisfied customers – especially in the age of instant social media messaging.
So what can a business do to ensure they keep their customers happy? We have put together 5 pointers to give your business the customer edge:
- Understand your target customers business trends as applies to your industry
Using data already collected on your customer’s trends, monitoring online forums and various social media platforms for any reviews about your company.
- Profile your customers and those you would like to be able to draw in to keep your business fresh
Customer profiling involves building up a database with relevant customer information such as their location, characteristics, age, family unit, their spending trends, why and when they tend to spend and which of your products they are most likely to buy.
- Have product brand discussion forums
Use the power of your social media marketing applications to start discussions on your product brand. These like the in-store-surveys provide valuable data about your customers and have the ability to reach potential new customers whilst building a rapport with your current ones.
- Have regular customer surveys, feedback forms and suggestion boxes
Survey forms at the checkout desks with a feedback and or scorecard on the back to rate their experience, etc.
The good old customer suggestion box is still a top favorite and shows the customer their opinion does matter, especially if you use social media to broadcast the customer suggestion of the month, etc.
- Make use of mystery shoppers as a source to determine real-time customer feedback
Mystery shoppers provide the business with a great source of information on their customer service experience. This helps identify potential staff needs such as training or extra help because one of the biggest steps to keeping your customers happy is having staff that have the tools and knowledge to help the customer.