A little friendliness goes a long way but even customer-facing staff forget sometimes.
To ensure your business is known for great attitudes, hire staff for attitude but also create scripts and set rules for them to follow when they interact with others.
From mechanic workshops to bookkeeping businesses, the language and tone that are used make a big difference in people’s experiences.
Continuing on from the last article, today’s focus is ‘Why positive customer experience is important?’
Happy customers are vocal and loyal.
As shared by Hubspot, in the last six years, the cost of acquiring new customers has increased by 60%. Other sources explain that it costs between five to seven times more to attract a brand-new customer than convince an existing one to shop with you again.
With this in mind, it’s easy to see why customer experience is a new buzzword.
The other thing to remember is that a positive customer experience leads to better customer satisfaction, which improves the value of your business as an asset.
In the past, goodwill has been tricky to measure. If you are able to create great experiences and keep track of customer satisfaction as you grow your business, you can share this as a tangible demonstration of why your business would be a worthwhile investment for a buyer.
Stay tuned as we continue the weekly series on ‘Why Customer experience is the new Black!’
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