As
products become more and more generic, service becomes an important
point of differentiation, a critical factor that determines which
businesses survive and which ones fail. Even if you're just starting
out, deciding to create great customer service from the start can
help you gain loyal customers early in the life of your business.
Creating
customer loyalty is such an important part of any business. It's a
concern for companies big and small, new and old. And that's because
businesses nowadays recognize the importance of
creating
positive customer experiences in getting their clients to continue to
do business and to get referrals to other potential clients.
From
the last mini course, you've probably realized how expensive it can
be to gain new customers. To make your initial investment work in
marketing to new clients, you have to be able to take care
of
your customers and generate repeat business and referrals.
So
how can you create great service around your product? Here are some
tips to get you started:
1. Identify
the points at which customers interact with your product. You have to
look at your business from the point of view of the customer to
experience and evaluate it the way your customers
would. At what points do customers interact with your product? Do
they see it on the web? Do they order online? Do they go to your
store or a partner establishment? Are they the consumers of the
product or is it a gift item that's passed on to other people? Map
out these interaction points so that you can see where and how adding
services can benefit the customer at those points.
2. Solicit
customer feedback. Be proactive in getting your client's feedback,
both positive and negative. Talk to you customers so you can see
opportunities where you can improve your product and service
offerings. Get their opinion and ask them why they prefer to do
business with you and not with another company.
3. Make
it easy for your customers to get in touch with you. Do not limit
yourself to a small set of communication channels. Make yourself
available through the internet and through the phone. Make it easy
for your customers to reach you. Another thing is do not put too many
layers in between you and your customers. This will help you stay
attuned to the needs of your customers.
4. Empower
your staff. Train them on how to take care of your customers. Give
them authority to make certain decisions. Make great customer service
everybody's responsibility. Cultivate a business
environment that encourages everybody in your business to recognize
the importance of keeping your customers happy.
5. Identify
the needs of lucrative sub segments of your target market and meet
them. As you get to know your customers better, you may be able to
observe sub segments of your market that are lucrative and that would
pay for additional services. Be sure to meet the needs of this sub
segment so that you can continue to grow them. For example, if you
have overseas or out of state clients who order your soap products,
offering assistance in packing and shipping their orders can be a
service feature you can offer them.
In
our next - and last - lesson, we'll discuss ways you can use the
internet to grow your soap business.
Talk
to you soon,
P.
S. "The Super Soap Making Book" was written with the
beginner soap maker and soap entrepreneur in mind. It assumes zero
background knowledge and promises to teach you the tricks and techniques
that expert soap makers use to create perfect batches of soap.
Whether you intend to engage in soap making as a business or as a
hobby, this book will be able to offer you invaluable
information
to that end.
To
know more about this book, visit this site:
All third party products, brands or trademarks listed above are the sole property of their respective owners. No affiliation or endorsement is intended or implied.
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