Customer Service and Why It Matters
Customer service – what’s that these days? I don’t know about you, but it’s so rare to find a company or restaurant that actually gives a shit about their customers these days. There is this little thing called Customer Lifetime Value (also known as CLV) that is actually not that little. It’s HUGE! In fact, i would go as far as to say it is one of the most important factors in any business. Whether you’re an online business or brick and mortar, you have to have customer service nailed.
Why is customer service so vital?
As a business owner, you need to be able to focus your efforts on acquiring the right customers. The customers who will take your business from being a flash-in-the-pan success to a household name. The customers that will keep coming back AND refer you to their friends and family. How do you do that? You provide excellent customer service, as well as great products of course.
Think about it. Some of your customers might make small purchases every month, others might make big purchases once a year—and there all sorts of combinations in between. How can you possibly predict how much your next customer will actually contribute to your business? You can’t. However, what you can do, is keep providing them with amazing service and another tip, stay in their email box.
Obviously don’t overload them, but send out a mainsheet online once a week. Provide value and your customers will remain loyal. I am a creature of habit, once i find a good nail salon or great shop, i tend to stick to them. You want customers who will do the same with your store. Providing great customer service is going to get you these type of customers.
Want to keep your customers coming back?
For better CLV, it’s important to not just keep your customers coming back, but to keep them coming back frequently and for longer amounts of time.
Here are some easy ways to improve your customer frequency and lifespan by giving your customers some incentive to pay you a visit more often:
- Turn receiving a package into an event. The key to keeping your customers surprised, delighted, and coming back for more is a memorable unboxing experience. Put some extra love and care into how you ship your products with free gifts, personalized notes, and fun packaging.
- Newsletters are your secret weapon. Email marketing is a fantastic tool for any business. Keep customers in the loop on product restocks, upcoming sales, and exclusive deals with a well-curated, beautifully designed newsletter.
- Engage with your fans on social media. Platforms like Facebook, Twitter, and Instagram are perfect for reaching out and connecting with your audience. Stay at the top of your customers’ minds with an engaging and fun social media presence. Social media is a great place to build relationships and show more of Yourself. If you need help with getting more organised on social media, contact me here for a chat.