Thursday, April 2, 2015

Creating Great Customer Service

I talk a lot about customer engagement on this blog. I was asked a great question recently. "How do you keep customers coming back?" It's a good questions because once you offer a product or service, how will you engage that customer to buy more? Well, here is what works for me.

1. Get personal. Stage 5 clinger personal. Follow your customers online. Interact with them. Make follow up phone calls. Always be in a state of reminding them you're around and that you care.

2. Be consistent. Don't do right by your clients some of the time. People love paying $5.00 for a cup of coffee at Starbucks not because it is the best coffee in the world (in fact, it's been proven otherwise), but because the staff makes it their business to be personal and to be consistent.

3. Reward people. Who doesn't love getting rewards. Again, think Starbucks. They have a Gold card system that is awesome. Buy 12 drinks and get anything on the menu for free. There is no minimum, either.

If you buy twelve cups of regular coffee, your free drink can still be a Venti Frap or you can get a chicken salad sandwich- whatever you want. So, think of a way to reward your customers that actually presents value and not percentage discounts.

Until tomorrow,
Twyla Garrett

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