Growing Your Business – Considerations You Should Make

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We live in an exciting age – we can grow out little homes business incredibly fast now. We have the ability to grow our customer base exponentially with the use of social media, newsletters, online advertisements, and of course, personal engagement. How do you go from one person behind a computer to a team? Once you are ready to take that step, you can visit us at prim-software.com to help you figure it out. 

But, how can you make changes in order to give yourself the best shot at growing?

Targeting

Many businesses will choose between targeting the market as a whole or target customers. You, however, will do both. While it is always prudent to know who your audience is in terms of:

  • Age
  • Location
  • Gender 
  • Income bracket
  • And how they access your point of sale (online)

You should always remember that there are more people you can turn into customers. It isn’t very often that a product will have a single demographic. So, consider this a challenge. Who else could use your products, and how will you market to them? Once you have an idea of who they are, you will be able to pin down the best medium to advertise to them in. 

Products

Your minimum viable product is going to be your workhorse. People purchase it, the sales continue to pour in, and the margins are pretty good. However, in order to really start making more sales, you are going to have to offer more products – eventually. So, think about what would complement your current offering. People like choice (but not too much choice because of that paradox of choice situation) and more than 2 or 3 options are usually better. 

The easiest way to work out what else you should be offering is simply by asking your current customers what they would like to see. You are trying to satisfy those who buy from you now and expand to those who don’t. 

Once you think you have something, ask again. You always need to focus on supply and demand. If your customers are demanding a new product, then work out how to make that happen. 

Sell, Again

If your customers have experienced excellent customer service from you, purchased with ease, had minimal complications and generally a good experience, they are much more likely to come back and buy again. You have all the information you need at your fingertips already. Where did they visit from? Twitter? Facebook? How long did they spend, and was what they purchased on offer? 

Identify a group of customers who have roughly the same pattern and create a mailout. In the mailing, put in items slightly different from what they purchased – and if you have the scope, provide a discount code too. 

Growth isn’t always a fast process, it takes dedication, some time investment, and research into who your current buyers are. But, once you use the analytics you have to their fullest, you can maximize your sales and performance of critical products.

Getting Your Customer Service In Good Order

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A bad review can put a lot of people off make future purchases. Consumers are quick to believe a bad review over a good review – and sometimes with good reason. The age of the influencer has meant that people are no longer sure if the glowing reviews of products are real – or paid for. And only with recent crackdowns has that become clear. 

In order to really thrive as a business, your customer service needs to be exceptional. And it doesn’t matter if you are selling soap from your kitchen, or running a multi-million pound/dollar establishment – you need to maintain the highest standard possible. 

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” –Sam Walton

Easy

You need to make it easy for people to get to you. You should have your customer service numbers easy to see on your website, and on from that – on all of your social media channels. People will often prefer to email or message you on social media. So you should have that set up ready for people to get in touch. 

Polite

When they reach your helpdesk of choice, they should be greeted with a respectful person. Often people who are getting in touch with customer services aren’t doing so because they are happy. So it can be hard to keep your cool unless you are well trained, like Single Point Global in providing these services. 

Even automated services should be polite in their responses. 

Prepared

You should be ready to have some angry people ask a lot of you to rectify smaller issues. It is up to you how you deal with these things. Typically make sure customer service operatives are authorized to give discounts, arrange returns and elevate the issues where required. 

The more power that your operatives have, the less likely you will find a more significant complaint on your hands. 

Encourage Feedback

You will not know if you are doing, or if you are doing badly unless you ask someone. They will be able to tell you where you can make improvements, if your delivery is too slow, where the issues are in your products. This will enable you to make changes and fix the issues. So while lousy feedback might feel like you are being attacked, actually it is really beneficial for you to be able to do something constructive with it. For example, if you hear consistently bad reviews about your current choice courier – you can then simply swap and see if that improves the situation.  

They’re Not ALWAYS Right

Ideally, you will have happy customers who are raving about your goods, but occasionally you and your staff will be tested. There will be a customer who will have an issue with you, your products, your ethos and more. And, nothing you say or do will help rectify the situation. It is essential to know that, nor you or your customers are always right.

Increasing Your Airline Business’ Customer Base In 2019

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Since the dawn of business, entrepreneurs have understood that a loyal customer base is the key to success. Getting sales is important, but you won’t be able to hold onto long-term success if you only gain one-time customers. You need to be able to guarantee steady profits on a regular basis. If you have regular clients then you’ll have the stability and security necessary to gradually grow your company and enjoy success for many years or decades to come. This is certainly the case when it comes to building a reputable brand for an airline. Let’s talk about some ways in which you could start increasing your airline business’ customer base in 2019.

Work on your marketing.

Some companies offer high-quality products and services but they don’t have the customer base they deserve because they don’t get the word out effectively. You need to work on your marketing if you want to gain clients who will use your services over and over again; airline marketing is incredibly competitive. And advertising your brand effectively online is the key to increasing your airline business’ customer base in 2019. Digital marketing is more cost-effective than traditional marketing, and it produces better results.

Make sure you focus on your social media strategy first. If you can get people to share your posts then you’ll reach a wider audience. Perhaps you could offer a free trip to one lucky person who shares a particular social media post; that’ll definitely get people to spread the word. Focus on your website too. This is a crucial tool in your digital marketing strategy. Your goal is to ensure it ranks well on search engines. Relevant keywords are essential, but search engine algorithms are always evolving. You also need responsive content; the design of your website needs to look good on all manner of browsers and devices, regardless of screen size. You might want to get help from these specialists in designing a website for airlines. That would help to give you an edge on other airlines in the marketplace.

Build lasting relationships.

Again, if you want to increase your airline business’ customer base then you need more than one-time customers. You need to impress passengers so much that they want to fly with your company time and time again. You need to build lasting relationships, but that takes work. You have to make sure your clients feel valued. For instance, you should ask for feedback. Make your customers feel important. They’ll appreciate that their opinions matter. Plus, this research will help you to improve your services. You might want to offer them great discounts on future flights so that they know how much you value them.

Deliver amazing customer service.

This ties into the previous point, but it’s a little more straightforward. At the end of the day, increasing your airline business’ customer base in 2019 is as simple as delivering amazing customer service. That’s all you need to do. And it all starts with your workforce. The happier your employees, the better the service they’ll deliver to clients. Remember, happy customers talk, but so do unhappy customers. If you want there to be a positive narrative with regards to your brand then you need to make sure every single employee is representing your airline well. They need to make the right impression on customers.

135 Customer Service Quotes That Will Make You Smile Instantly

Great customer service can make all the difference in distinguishing your brand, but sometimes it can get lost among all your team’s priorities. Knowing the value of customer service is key to keeping it front and center, but shaping a positive perspective on it doesn’t hurt either. If you’re looking for a whole new view on customer service, or a way to keep your time inspired, take a cue from the experts. Take a look at some of the powerful customer service quotes below from thought leaders and some of history’s best-known figures. You just might find yourself viewing the customer experience in a whole new way.

Customer Experience Quotes

The customer experience can make all the difference when it comes to loyalty.

“Being on par in terms of price and quality only gets you into the game. Service wins the game.” – Tony Allesandra

“The most important adage and the only adage is, the customer comes first, whatever the business, the customer comes first.” – Kerry Stokes

“A customer service apology is stronger with a personal touch.” – Shep Hyken, author and customer service speaker

“Kindness and courtesy are the root of a positive customer service experience.” – Shep Hyken, author and customer service speaker

“To improve the customer experience, look at ways to reduce or remove friction from their daily business operations. Make it effortless for your customers to do business with you and/or your business.” – Jon Rossi of My Dealer Service

“We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.” – Jeff Bezos, founder of Amazon

“Outstanding leaders go out of their way to boost the self-esteem of their personnel. If people believe in themselves, it’s amazing what they can accomplish.” – Sam Walton, founder of Walmart

“Treat your employees the way you want your customers treated.” – Shep Hyken, author and customer service speaker

“Sometimes one can become lost in a big company and lose sight of how what one does truly helps or impacts the end customer. If you are one of those, think of a fire brigade, a line of people passing buckets of water from one to the other from a source of water to the site of the fire. An individual in the brigade may not be able to see the end result, i.e. the water being thrown on the fire to put it out, but the contribution of the individual is indispensable to the final outcome.” – Grant Bright, former project lead at IBM

Customer Satisfaction Quotes

Keeping a customer satisfied means putting their needs first.

“You cannot improve one thing by 1000%, but you can improve 1000 little things by 1%.” Jan Carlzon, former CEO of SAS

“Memorable customer service can only take place in a human-to-human situation.” – Jeffrey Gitomer, author and professional speaker

“I am wired like a CEO and care a great deal about the bottom line, but I care about my customers even more than that. That’s always been my competitive advantage.” Gary Vaynerchuk, author of The Thank You Economy

“Make every interaction count, even the small ones. They are all relevant.” – Shep Hyken, author and customer service speaker

“Unless you have 100% customer satisfaction, you must improve.” – Horst Schulze, former president of Ritz Carlton

“Sometimes one can become lost in a big company and lose sight of how what one does truly helps or impacts the end customer. If you are one of those, think of a fire brigade, a line of people passing buckets of water from one to the other from a source of water to the site of the fire. An individual in the brigade may not be able to see the end result, i.e. the water being thrown on the fire to put it out, but the contribution of the individual is indispensable to the final outcome.” – Grant Bright, former project lead at IBM

“There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central to providing consistently excellent service experiences.” – Jim Bush, EVP American Express

“If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.” – Ray Kroc, founder of McDonald’s

Happy Customer Quotes

If customers can’t help but grin after using your product or service, you’re probably on the right track.

“Courteous treatment will make a customer a walking advertisement.” – James Cash Penney, founder of J.C. Penney

“Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.” – Steve Curtin, author of Delight Your Customers

“Happiness is a by-product of an effort to make someone else happy.” – Gretta Palmer, author and editor

“Here is a simple but powerful rule: always give people more than what they expect to get.” – Nelson Boswell

“Biggest question: Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way?” – Jeffrey Gitomer, author and speaker

“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” – Derek Sivers, founder of CD Baby

“When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.” – Marilyn Suttle, success coach

“Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible.” Claude Bissell, author and educator

“Always do more than is required of you.” – George S. Patton

“How you think about a problem is more important than the problem itself – so always think positively.” – Norman Vincent Peale, author of The Power of Positive Thinking

Inspirational Customer Service Quotes

A little inspiration and wisdom can go a long way.

“If you only talk to a person’s head and not their heart, people won’t listen to you.” – Les Brown, author and motivational speaker

“Service is the rent we pay for being. It is the very purpose of life, and not something you do in your spare time.” Marian Wright Edelman, founder of the Children’s Defense Fund

“One of the greatest gifts you can give to anyone is the gift of attention.” – Jim Rohn, author and motivational speaker

“The time is always right to do what is right.” – Martin Luther King, Jr.

“There are no traffic jams along the extra mile.” – Roger Staubach, former NFL quarterback

“Customers may forget what you said but they’ll never forget how you made them feel.” – inspired by Maya Angelou

“Strive not to be a success, but rather to be of value.” – Albert Einstein

“Seek first to understand. Then to be understood.” – Stephen Covey, author of The Seven Habits of Highly Effective People

“Without caring there can be no quality.” – Joel Barker, author of Future Edge

“To give without any reward, or any notice, has a special quality of its own.” – Anne Morrow Lindbergh, author and aviator

“One of the deep secrets of life is that all that is really worth doing is what we do for others.” – Lewis Carroll, writer and mathematician

“Coming together is a beginning. Keeping together is progress. Working together is success.” – Henry Ford

Customer Focus Quotes

When you focus on the customer, success will follow.

“How you think about your customers influences how you respond to them.” – Marilyn Suttle, success coach

“Ask your customers to be part of the solution, and don’t view them as part of the problem.” – Alan Weiss, author of Million Dollar Consulting

“If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.” – Jeff Bezos, founder of Amazon

“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it.” – Mahatma Gandhi

“If we don’t take care of our customers, someone else will.” – unknown

“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.” – Jeff Bezos, founder of Amazon

“Revolve your world around the customer and more customers will revolve around you.” – Heather Williams

“Nordstrom’s Rules for Employees: Rule # 1: Use your good judgment in all situations. There are no additional rules.” – Nordstrom Employee Rules

“Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, ‘What’s in it for me?’” – Brian Tracy, author and Motivational Speaker

“No enterprise can exist for itself alone. It ministers to some great need, it performs some great service, not for itself, but for others; or failing therein, it ceases to be profitable and ceases to exist.” – Calvin Coolidge

“You can close more business in two months by becoming interested in other people than you can in two years by trying to get people interested in you.” – Dale Carnegie, author

“Great teams need great leaders – leaders who inspire, motivate, instill pride, loyalty and a sense of fun at work.” – Natalie Calvert, customer service and sales strategist

Satisfied Customer Quotes

Do your best to be sure your customers walk away satisfied.

“Until you understand your customers—deeply and genuinely—you cannot truly serve them.” – Rasheed Ogunlaru

“Two important things are to have a genuine interest in people and to be kind to them. Kindness, I’ve discovered, is everything.” – Isaac Bashevis Singer, author

“Politeness goes far, yet costs nothing.” – Samuel Smiles, author and reformer

“There is a spiritual aspect to our lives—when we give, we receive—when a business does something good for somebody, that somebody feels good about them!” Ben Cohen, co-founder of Ben & Jerry’s

“We don’t want to push our ideas on to customers, we simply want to make what they want.” – Laura Ashley

“Our greatest asset is the customer! Treat each customer as if they are the only one!” – Laurice Leitao, customer service professional at SeraCare Life Sciences

“We’re living in what I like to call the ‘Thank You Economy,’ because only the companies that can figure out how to mind their manners in a very old-fashioned way – and do it authentically – are going to have a prayer of competing.” – Gary Vaynerchuk, author of The Thank You Economy

“A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” – Jeff Bezos, founder of Amazon

Customer Feedback Quotes

Every bit of feedback is an opportunity to grow.

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” – Kevin Stirtz

“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” – Marilyn Suttle, success coach

“When a customer complains, he is doing you a special favor; he is giving you another chance to serve him to his satisfaction. You will appreciate the importance of this opportunity when you consider that the customer’s alternative option was to desert you for a competitor.” – Seymour Fine, author of The Marketing of Ideas and Social Issues

“Your most unhappy customers are your greatest source of learning.” – Bill Gates

“The rise of the citizen review site is a sobering development. No longer are you on top of the mountain, blasting your marketing message down to the masses through your megaphone. All of a sudden, the masses are conversing with one another. If your service or product isn’t any good, they’ll out you.” – David Pogue, New York Times technology columnist

“If you make customers unhappy on the Internet, they can each tell 6,000 friends” – Jeff Bezos, founder of Amazon

“Follow the customer, if they change—we change.” – Sir Terry Leahy, former CEO of Tesco

Customer Care Quotes

There’s no better feeling than helping a customer solve a problem.

“Words of comfort, skillfully administered, are the oldest therapy known to man.” – Louis Nizer, lawyer

“Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work.” – Steve Jobs, co-founder of Apple

“If you don’t care, your customer never will.” – Marlene Blaszczyk, motivational specialist

“The most important thing in communication is hearing what isn’t said.” – Peter Drucker, author

“If you just communicate, you can get by. But if you communicate skillfully, you can work miracles.” – Jim Rohn, author and motivational speaker

“Go beyond merely communicating to ‘connecting’ with people.” – Jerry Bruckner, author of The Success Formula for Personal Growth

“Every company’s greatest assets are its customers, because without customers there is no company.” – Michael LeBoeuf

“People expect good service but few are willing to give it.” – Robert Gately, president of Gately Consulting

“The only certain means is to render more and better service than is expected of you, no matter what your task may be.” – Og Mandino, author of The Greatest Salesman in the World

“Stellar service should be non-negotiable and merchants shouldn’t hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers.” – Lauren Freedman, president of The e-tailing Group

Customer Relationship Quotes

A human connection is always at the forefront.

“Your ability to communicate is an important tool in your pursuit of your goals, whether it is with your family, your co-workers or your clients and customers.” – Les Brown, author and motivational speaker

“The inherent preferences of organizations are clarity, certainty and perfection. The inherent nature of human relationships involves ambiguity, uncertainty, and imperfection. How one honors, balances, and integrates the needs of both is the real trick of feedback.” – Richard Pascale and Anthony Athos, authors of The Art of Japanese Management

“The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.” John Russell, VP of Harley-Davidson Europe

“It’s not what you say, but how you say it!” – Mae West, actress and singer

“Kind words do not cost much. Yet they accomplish much.” – Blaise Pascal, mathematician, physicist and inventor

“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly.” – Simon Cowell’s father

“While automation can be expedient, the resulting impersonal tone and risk of poor information are formidable—most importantly, merchants are missing an opportune moment to connect with current and prospective customers.” – annual mystery shopping survey by The e-tailing Group, 2010

“In an era when companies see online support as a way to shield themselves from “costly” interactions with their customers, it’s time to consider an entirely different approach: building human centric customer service through great people and clever technology. So, get to know your customers. Humanize them.” – Kristin Smaby, author of Being Human is Good Business

“Anyone working for a big company might be skeptical that a large business, or even a strictly online business, can form the same kind of friendly, loyal relationship with customers as a local retailer. I’m saying it’s already been done because I lived it.” – Gary Vaynerchuk, author of The Thank You Economy

“I have always believed that the way you treat your employees is the way they will treat your customers, and that people flourish when they are praised.” – Sir Richard Branson

“Every great business is built on friendship.” – James Cash Penney, founder of J.C. Penney Stores

Customer Loyalty Quotes

Loyal customers are the key to success.

“It is not your customer’s job to remember you, it is your obligation and responsibility to make sure they don’t have the chance to forget you.” – Patricia Fripp

“We have entered the era of the customer. Today, providing customers with outstanding customer service is essential to building loyal customers and a long lasting brand.” – Jerry Gregoire, CIO of Dell Computers

“Getting service right is more than just a nice to do; it’s a must do. American consumers are willing to spend more with companies that provide outstanding service — ultimately, great service can drive sales and customer loyalty.” – Jim Bush, EVP American Express

“Never underestimate the power of the human element. Whether it’s assisting a guest with a special request or a friendly greeting from staff members in the hallway, the people aspect plays a key role in guest satisfaction and loyalty.” – Ramez Faza, senior account manager at J.D. Power and Associates

“Repeat business or behavior can be bribed. Loyalty has to be earned.” – Janet Robinson, former president and CEO of The New York Times Company

“It’s very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.” – Gary Vaynerchuk, Author of The Thank You Economy

“You don’t earn loyalty in a day. You earn loyalty day-by-day.” – Jeffrey Gitomer, author and speaker

“Customer satisfaction is worthless. Customer loyalty is priceless.” – Jeffrey Gitomer, author and speaker

“You can not buy the devotion of hearts, minds, or souls. You must earn these.” – Clarence Francis, former chairman of the board at General Foods Corporation

“Trust: The reputation of a thousand years may be undermined by the conduct of one hour.” – Japanese proverb

“When the customer comes first, the customer will last.” – Robert Half, founder of Robert Half International

“There is only one boss: the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton, founder of Walmart and Sam’s Club

“Make a customer, not a sale.” – Katherine Barchetti

“Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution.” – Rick Tate

“One customer well taken care of could be more valuable than $10,000 worth of advertising.” – Jim Rohn, entrepreneur, author and motivational speaker

“Truth builds trust.” – Marilyn Suttle, success coach

Customer Service Motivational Quotes

At the end of the day, customer service is all about treating your customers—and staff—how you’d like to be treated.

“Don’t find fault. Find a remedy.” – Henry Ford

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Don Alden Adams, president of Watch Tower Bible and Tract Society of Pennsylvania

“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” – Jerry Fritz

“Customer service shouldn’t just be a department, it should be the entire company.” – Tony Hsieh, CEO of Zappos

“Most people spend more time and energy going around problems than in trying to solve them.” – Henry Ford

“Customer service represents the heart of a brand in the hearts of its customers.” – Kate Nasser, the people-skills coach

“A man without a smiling face must not open a shop.” – Chinese proverb

“A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.” – Christopher McCormick, CEO of L.L Bean

“People now expect the same—if not better—level of service from online storefronts and service channels as they do from a visit to a retail store or a phone conversation with an agent. – BenchmarkPortal

“Good customer service costs less than bad customer service.” – Sally Gronow, Welsh Water

“Customer service is an opportunity to exceed your customer’s expectations.” – John Jantsch, president at Duct Tape Marketing

“The goal as a company is to have customer service that is not just the best but legendary.” – Sam Walton, founder of Walmart

“We are superior to the competition because we hire employees who work in an environment of belonging and purpose. We foster a climate where the employee can deliver what the customer wants. You cannot deliver what the customer wants by controlling the employee.” – Horst Schulze, former president of Ritz Carlton

“Employees who are controlled cannot respond caringly, you need superior knowledge and real leadership, not management. Because of this we specifically developed a selection process for leaders; we don’t hire managers.” – Horst Schulze, former president of Ritz Carlton

Customer Retention Quotes

When you offer clear solutions, customers are often happy to keep coming back.

“Inside of every problem lies an opportunity.” – Robert Kiyosaki, author

“Customer complaints should be seen as a source of learning, putting teams in a position to prevent future problems instead of just reacting to current ones.” – unknown

“Don’t dwell on what went wrong. Instead, focus on what to do next. Spend your energies on moving forward toward finding the answer.” – Denis Waitley, author and motivational speaker

“To keep a customer demands as much skill as to win one.” – proverb

“I attract a crowd, not because I’m an extrovert or I’m over the top or I’m oozing with charisma. It’s because I care.” – Gary Vaynerchuk, author of The Thank You Economy

“If you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune.” – Jim Rohn, author and motivational speaker

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” – Kevin Stirtz, author

“In the world of internet customer service, it’s important to remember your competitor is only one mouse click away.” – Doug Warner

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, creator of Net Promoter System

“If you take the approach of ‘earning’ your customers’ business every day and treating them well, they’re less likely to try someone else.” – Marilyn Suttle, success coach

“Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.” – Lauren Freedman, president of The e-tailing Group

“Your best customers leave quite an impression. Do the same and they won’t leave.” – unknown

Besides being an entrepreneur, Misa Chien is an asian model and cooking show host based in Los Angeles.  Her other blog, Nom Nom TV, a dinner ideas blog, posts articles everywhere from top items to buy at 99 Ranch market to the best way to prepare soba noodles.

5 Benefits Of Customer Feedback

As business owners, managers, or employees, it’s often easy for you to describe what your company offers. It’s important, however, to know how your customers would describe your company. That’s where the benefits of customer feedback come in. Does their perception of what you offer match what you intend to offer? Are they satisfied with your customer service? The only way to know these details, and a whole lot more, is to reach out and ask.

Customer feedback can be invaluable to just about any company. It can help you fine-tune your business. It can also help you ensure the experience you’re providing your customers matches your values.

Here at Praiseworthy, feedback means a whole lot to us. We recently asked our most frequent users which five words they would use to describe our offerings. Their most common responses were that we are informative, helpful, efficient, easy, and insightful. Talk about compliments! It’s gratifying to know which areas we’re thriving at, and to use that feedback to improve every day.

The most interesting thing about those words is that they also describe the top benefits of customer feedback. (How fitting, since feedback is our specialty!) Below, let’s take a look at five of the top benefits of customer feedback.

To elaborate on the 5 words our users gave us to describe our service, Praiseworthy can help increase your customer retention with the following characteristics:

1. Informative

Unbiased customer feedback is an important tool for gathering information about your company. Yes, sales reports, market research, and other forms of information gathering are also important. However, receiving information directly from your customers provides you with much more actionable information. After all, nearly all of your research and effort stems back to making customers happy and increasing satisfaction. There’s an easy way to find this out: by asking them.

With a platform like Praiseworthy, you have real-time access to customers’ responses and open-ended comments. This cuts through confusion to give you a clear, direct picture of how your clients are feeling. That means you can take the steps you need to make them happier. You can also use that information to praise employees that have done a great job with customer service. When customers are happier, so is your team, and everyone wins.

2. Helpful

There are few things more helpful than knowing exactly how customers feel and what they want. Attempting to guess customers’ needs is difficult. Creating company policies based on assumptions and guesses is even more difficult. Attempting to improve without an accurate gauge on where your customer base stands is tough. It’s like throwing spaghetti at the wall and not knowing what will stick. This can be a huge waste of time and resources. Furthermore, it can damage employee morale.

The simple solution to this problem? Direct customer feedback. With feedback, you can assess what is and isn’t working without any guessing. Particularly when using a tool like Praiseworthy, you can break down your responses into actionable information. Praiseworthy’s dashboard turns results into data—the kind of data that’s actually easy to understand.

Knowledge is helpful.

Knowledge is power. Knowing how customers feel immediately after a phone call with them enables you to do even better in the future.

When business owners and managers have the ability to pinpoint problem areas through this feedback, they can reach out to at-risk customers. They can improve interactions with these customers before they choose to take their business elsewhere. Feedback can be the difference between increased churn and turning unhappy customers into satisfied, loyal customers. Solutions like this make for great word of mouth. This can bring you even more customers over the long run.

3. Insightful

Customizable survey questions let you decide what you want to know most. In fact, one such question helped one of our clients boost their sales by an average of 8 extra tablets per store, per month! Insight goes a step further into general stats and basic information. Insight explores what really makes a company move.

With Praiseworthy’s dashboard, you can break down your survey responses and other feedback into categories and themes. You can understand exactly what a certain number of responses in either direction means so that you can quickly respond and improve.

This makes for increased insight into your customers’ feelings and needs. It also allows for more insight into your company’s day to day functions. The feedback gained from insight operates like a “peak under the hood” in which you can see the inner workings of your company up close. Which employees are best at solving customers’ problems and deserve extra praise? Which policies are turning off customers rather than the intended action of bringing them joy? With increased insight, all these answers are available at your fingertips.

4. Efficient

There’s no way around it: customer feedback makes your team more efficient. Customers are able to take a look at your organization with outside eyes and see the things you miss. They can point out what their surface impression of your company is, as well as what it’s like to work with you as a customer firsthand. This information is simply invaluable, and gathering it through survey responses is about as efficient as it gets.

Of course, the more efficient your feedback platform is, the better. Praiseworthy is a great option because it incorporates details like customer feedback, employee rankings, statistics for multiple locations, reporting, and email updates in one single platform. That means you won’t have to waste your time fiddling with numbers or trying to guess what certain data sets mean. Instead, you can immediately start improving as soon as you receive responses. You can also use the precise detail of the responses to know exactly where to offer praise, and to whom. (After all, high employee morale equals high customer morale. Regularly praising employees for their great work benefits everyone!)

Access to data makes your team more efficient.

Whenever you need to access your survey responses and data, it’s all available to you on Praiseworthy’s dashboard. You can also check out additional reports and charts that pinpoint your customers’ most frequent complaints. Every employee can access their own personal dashboard, where they can parse through results and sort out exactly where things stand. That makes for a lot less wasted time spent trying to just guess what would make their customer interactions better. It also makes the employee feel more in control of their workplace habits and their personal feedback stream.

All of this helps to improve—you guessed it—efficiency. When your team is on the same page about where the company is thriving and where it could improve, you’re already miles ahead. When your entire team has direct access to customer responses, rather than it being funneled through a select few employees who are part of the feedback experience, everyone has a more clear understanding. All of that equates to a precision-oriented, goal-focused team that can reach achievements together. And they can get it all done with a glowing morale and a positive sense of teamwork.

5. Easy

One of the best parts of customer feedback is that it’s easy! Many companies shy away from getting started with the process of collecting feedback because it seems overwhelming. Often, they see choosing a platform as a hassle, and aren’t sure how to utilize any feedback they might receive. This can leading to seeking roundabout ways of attempting to improve the company. Often, these methods that seem faster are actually much more difficult and wasteful of time than simply getting started with seeking feedback.

In reality, getting great customer feedback is incredibly easy. It all comes down to asking illuminating questions and making the process easy for customers to engage in. Praiseworthy can help you do that.

The earlier, the easier.

The earlier you start seeking customer feedback, the more use you can make of it. Because the process is so simple, it’s helpful to get started as soon as you can. This way, you can track trends in customer responses over time and look for changes and patterns. This is just as helpful for a company that getting off the ground and shaping its customer policies as it is for massive, long-standing organizations.

Getting started is easy too.

Thankfully, set-up is simple. Getting ready to go with Praiseworthy is as easy as selecting a few settings and getting things rolling. From there, you’ll be privy to a massive series of game-changing insights about your customer base. This is a whole lot easier than playing years-long guessing games about what customers might want or how employee morale might be improved.

When you start collecting feedback, you’ll have all the information you need in an easy, user-friendly platform. If needed, you’ll be able to update or adjust the questions you ask customers over time to best fit your goals. In the process, you’ll easily build a happier, stronger relationship with your customers. After all, nothing makes a customer feel more valued than creating a dialogue with them. When they know their opinions and their business matter to you, they’ll be all too excited to keep coming back and to help you grow.

Besides being an entrepreneur, Misa Chien is an asian model and cooking show host based in Los Angeles.  Her other blog, Nom Nom TV, a dinner ideas blog, posts articles everywhere from top items to buy at 99 Ranch market to the best way to prepare soba noodles.

This One Simple Survey Question can Drive Massive Growth

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Wondering how to drive massive growth? Your solution may be through one simple survey question.

Aamir Noorani has found such method. Noorani is the Chief Operating Officer of Dr. Cell Phone, a leading and innovative electronic repair store. Noorani and his brother worked at launching the store and empowering it to thrive since 2006.

Noorani needed insight from customers but wasn’t exactly sure how to make that happen. Noorani knew that to boost sales, he needed to connect with those whose experience really mattered. They needed a way to measure how likely a customer would recommend their services. This is known as NPS, or Net Promoter Score. (Read more about NPS here.)

Thus, Noorani started working with Praiseworthy, to begin to collect customer feedback, and measure his NPS score in real time.

For any business, customers are essential for it to succeed and grow. (Click here to watch this section of the interview)

“Your customers are the lifeline of your business,” he says. “Your referral and repeat business should make up the majority of your customers.”

Customers, faithful and happy, form the business. “You really need to make them fans of your business,” he says. “A business that people say, ‘wow, that service was so incredible, I’m definitely going back to them next time and tell all my friends and family about them.’”

That recommendation from happy and content customers are what makes businesses like Dr. Cell Phone thrive.

Noorani credits his team for the success in bringing referrals in from positive customer experiences. “They’re the ones that are on the front line, taking care of all these customers and making sure that they’re delivering world class service,” he says.

Extending beyond just point of sales reports and tracking repeat customers, customer feedback can inspire and encourage employees to continue to provide a great customer experience.

“Seeing customer comments was just incredible,” he says. “Instead of just guessing if our customers were happy, they were giving us feedback about what we could do better and positive things, too. That told us, let’s do more of that.”

Those reviews, whether opportunities for improvement or praise for what they were doing well, brought positive change to how Dr. Cell Phone operates.

For negative feedback, they address issues right away, contacting the customer to make whatever was wrong, right.

“All those customer comments that we were seeing, all that feedback has made our business a lot better and more customer-centric,” he says.

In training employees to focus on providing a great customer experience, there must be a balance between being not too pushy but also ensuring to get that referral.

“First and foremost, it needs to be the right person,” he says. Recruiting the right person leads to the opportunity to create that great customer experience.

The Influence of the NPS (Click here to watch this section of the video)

Customer feedback often centers around one very important question, a question that is captured in the measurement of the net promoter score. The net promoter score survey is the question of ‘how likely would you recommend the business?’

So what happened as a result of Dr. Cell Phone’s use of Praiseworthy customer feedback surveys?

The results Dr. Cell Phone has seen: an increase of 24 points since their involvement with Praiseworthy. Their score of 72 is very high in the retail field. A lot of people are being recommended to visit the store.

Reconnecting with negative reviews has improved their NPS in that by reaching out to customers to remedy whatever issue arose, customers appreciate that attention. And they’ll tell others.

“More and more we’re relying on the recommendations of our friends and family,” he says. “What a lot of customers are doing now is asking their friend, ‘where’d you get your phone fixed?’”

The magic words of “Would you recommend this service to your friends and family” can help boost recognition and popularity. “It’s a question that our company talks about every single morning. It’s going to be the engine that brings the business 10-15 years from now,” he says.

Like what Dr. Cell Phone has witnessed, an increase in NPS means an increase in sales.

Besides being an entrepreneur, Misa Chien is an asian model and cooking show host based in Los Angeles.  Her other blog, Nom Nom TV, a dinner ideas blog, posts articles everywhere from top items to buy at 99 Ranch market to the best way to prepare soba noodles.

Quality Customers and How to Get Them Onboard

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Every startup is looking for the same thing; a steady flow of customers to bring them some much-needed revenue and success. Unfortunately, this isn’t something that will necessarily just fall into your lap and you’ll have to work to keep those first few important customers onboard.

Luckily, there are tried-and-tested ways to do this so that they don’t flock over to your competitors instead. Here is a handful of excellent ways to make sure your customers stay put where you need them, happy and content with the service you’re providing.

Communicate with them

It goes without saying that you won’t be able to deliver exactly what they want and need without actually keeping in touch. How you do this, however, will also have an impact on how receptive they are. Casual conversations through social media are excellent ways to do this but don’t forget to deliver great customer service when they approach you as well.

Since you’re a startup, it’s not always easy to find the resources to hire an entire team of customer service professionals to help you out. One solution is to outsource it instead; that way, you’ll actually gain a whole team of professionals without really having to pay for their training.

You could also look into getting customer success software instead. You’ll be able to deliver personal service without having to train and hire a team – and the software will take care of most of the hassle for you.

Lure them in with rewards

A loyal customer should be rewarded – and if they won’t be rewarded by you, they’ll be quick to head over to one of your competitors instead. It doesn’t have to be too grand either as you’ll just have to make sure that sticking with it’s worth it for them.

Have a look at this article for some great tips on customer loyalty rewards to make it a bit easier for you.

A free test of a new product is always a good idea or a heavily discounted service in the future when they’ve been with you for a while. It’s the kind of stuff that makes it a bit better to be a customer at your startup.

Take their complaints seriously

Finally, it’s important to realize that each and every business will experience some negative feedback too. It’s how they learn, after all, and how they’re able to grow as a business and deliver the kind of service that their customers are looking for.

Make sure that you do not only make it easy for them to give you feedback but that you’re also taking anything negative to heart. That way, they’ll feel a bit more listened to and won’t suspect that this is the way your business is normally operating.

It’s the kind of stuff that brings good customers in and keeps them there for the long run.

Steps You Can Take To Revive Stalling Sales

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Have your sales slumped? Are you struggling to entice new customers? Have you noticed that existing clients seemed to have slipped off the radar? If your sales figures have stalled, it’s time to take action.

Analyze and evaluate your marketing strategy

There’s no use in having the most brilliant idea or the most fantastic products if you don’t market your business effectively. You need to get your company noticed and ensure that consumers are aware of exactly what you do. If your sales have slowed and analytics show that your campaign isn’t having the desired effect, it’s time to think about how you can improve your strategy, reach your target market and encourage them to take the all-important next step and place an order. If you don’t have expertise in marketing, it’s worth seeking advice and assistance from an experienced firm with a proven track record, such as Rapid Growth Marketing. Marketing experts can identify issues with your current campaigns, suggest improvements and add features that will enhance your performance and deliver results. If you’re falling short, you may be missing the mark when it comes to targeting the right consumers, or you might be relying on the wrong techniques and platforms.

Get people talking

Many businesses find it difficult to maintain the interest of their clients after a product or website launch, a corporate event or the introduction of a new service. At the time, there’s a buzz around the business, but all too often, everything goes quiet quite quickly. To keep sales buoyant, you need to keep people interested. One of the best ways to do this is by offering deals and discounts. Share details of special offers and promotions on your social media, and encourage your followers to like and pass on your posts. Dropping prices or offering a freebie with every purchase, for example, could be just what you need to bring in new customers and keep those who have shopped with you before on board. If you do plan to run a promotion, make sure you’re ready. If you’re giving away products, for example, ensure you have plenty of stock, and make sure your adverts and social media posts specify that the offer is only available until stocks last.

Make improvements

Nothing is perfect, and in business, there’s always room for improvement. Use customer feedback and reviews to make changes to your products and services. If customers at your restaurant have suggested opening earlier and serving brunch, for example, and you’re keen to go ahead, trial the service at the weekends, and advertise it online, on your website and in the local community. Even simple changes, like offering a new flavor or a different size of a best-selling product can make a huge difference.

If you’re having trouble making sales or there’s been a lack of interest in your products or services of late, now is the time to start trying to turn things around. Focus on improving your marketing strategy, drum up interest by running promotions and be prepared to make improvements to impress new and existing clients.

The Importance of Accountability Within Your Business

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The world going digital has provided a huge amount of benefits in all sorts of areas. Whether you run a small business or simply work for a larger one, the way that people spend their days has changed entirely since the advent of modern computers. One of the key areas to be impacted by this worldwide development is accountability, with every aspect of this part of business becoming easier to manage, even for those without huge amounts of resources. Why exactly is accountability so important, though? To help you out with this, this post will be exploring some of its features, along with the tools which can be used to help you to keep track of your company.

Recognition: There are a lot of roles being performed which are very hard to monitor without the help of a computer. In these cases, ensuring that people are properly recognized for their hard work is almost impossible. Warehouses, for example, can have their performance drastically impacted by one or two people, even when they have very large teams. Without the tools to monitor where the work is being done, though, it would be impossible to make sure that the right people are rewarded for it. Nowadays, most businesses like this will use computer systems to track and monitor the work of individuals to keep an eye on their personal performance.

Theft Prevention: Along with making sure that you can give people the recognition they deserve, having systems in place which make it hard for people to avoid accountability will also help to prevent theft. In the very same warehouses, people won’t be able to remove products without recording it on a database which also stores their name. When things go missing, it will be easy to figure out who is responsible, and this can help to reduce thefts by a huge margin. There are loads of companies around the world which have suffered huge losses thanks to inadequate ways to monitor their employees.

Other Crimes: Of course, not every business works like a warehouse. Offices, for example, won’t have items which can be stolen, and this takes a lot of weight off of the shoulders of the owners. Bullying and abuse can still be issues, though, and this is another area which is benefited by accountability. CCTV, employee attendance records, and other digital recording methods make it significantly easier for a manager to make sure that people aren’t being treated badly by their fellow workers. If you receive a complaint, it shouldn’t take long to figure out the big picture, as long as the right technology is in place.

Accident Responsibility: Accidents are simply a part of life, and most businesses come with some sort of risk in this area. In a lot of cases, though, employees will lie when they get the chance, attempting to cover their backs to avoid getting in trouble. For instance, if you have people driving trucks, having a member of the public hurt could result in your business facing lawsuits and other complications when the driver claims that they couldn’t have done anything. Tools like fleet fuel cards can solve this issue, making it much easier to track and monitor where people have been driving. They could have been somewhere which they shouldn’t have been, making them responsible for the accident, rather than your business.

Unhappy Customers: Some people simply aren’t built to interact with the general public. This can be very hard to see until they’ve been working with you for a very long time, with small annoyances often triggering explosive behavior in the workplace. If this is aimed directly at a customer, it could make them very unhappy, with people shouting at them down the phone or face to face being very unprofessional. Having a record of the communications your employees have won’t make this better for the customer. Instead, it can make it easier for you to hold the perpetrator responsible, while also making it impossible for them to do it again.

Unhappy Employees: The level of protection which employees have in the eyes of the law is very good, nowadays. Ensuring that everyone is treated correctly, the world has changed a lot in this area over the last few years, making it very hard for companies to do as they please. Of course, though, people aren’t always honest, and being fired for something completely reasonable could be taken to court under the pretense that they haven’t anything wrong. All of the various methods you have for keeping track of your employees can solve this very quickly, offering definitive proof of their poor work.

Improving Practice: Accountability doesn’t always have to be about proving when who is in the right and who is in the wrong. Instead, there are a lot of companies out there using tools like these to improve the work which they do on the whole, and this is a huge benefit as you’re growing. For example, when you are keeping a detailed log of the work which people are doing, it will be very easy to see which stages are slowing them down the most. Using this information, you can alter the way people work to make their jobs easier. This is a great way to make sure that your company is always on top of the work it has to do.

With all of this in mind, it should be much easier for you to start improving accountability within your business. When you have the tools available, it’s always worth keeping a record of as much as possible within business, as this sort of effort can have an array of benefits which will always keep you on top. In some cases, you don’t have a choice in this area, and will have to follow rules which force you to keep these records. In others, though, this is something you will have to do for yourself. It could take a little bit of investment, but the value you will get in return will make it well worth it.

Modern Ways Of Pleasing Today’s Customer

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Pleasing a modern target audience can be tough for any business. The market is always changing, and your company needs to work hard to stay on top of its game. You need to keep rethinking your business strategies to make sure that you’re appealing to the modern consumer. If you’re struggling on that mission then here are some modern ways of pleasing today’s customer.

Rewarding people.

If you start rewarding your customers then you’ll probably notice more repeat purchases. Discounts, vouchers, and even giveaways are a great way to get people buying from your business in the first place, but such rewards can also keep customers returning to your business. If customers see they’ll get 50% off their second or third purchase, for example, then they’ll be more likely to buy from you again. You really have to appreciate the power of word of mouth marketing, too. Happy customers will tell their friends and family about you. In fact, you could even use rewards as an incentive to get people talking about your brand. If you offer discounts to customers who refer your company to their friends then you’ll probably notice a bigger influx of new clients. Rewards are definitely a good way to build a long-term bond with your client base.

Creating an enticing online presence.

Another great way to satisfy the modern-day customer is to create an enticing online presence. Most people search the internet for the things they want to buy. If your digital marketing game isn’t up to scratch then you’re missing out on potential sales. You might want to read about conversion rate optimization because the goal of digital marketing is to gain paying customers. Boosting traffic on your website is a good start, but your company isn’t going to improve if none of those visitors actually buy anything from you. You need to find ways to improve your website’s design and content to impress people who visit your homepage. With an enticing site, your business could see a much better conversion of traffic to sales.

Listening to them.

Finally, the best way to please today’s customer is to simply listen to them. This has always been the case, but it’s something that many modern businesses neglect to do. Giving the consumers what you want to give them isn’t going to get you the sales you want. Like it or not, the customer is always right. If you want your business to do well then you need to meet the needs of the market. Do your research to find out what your target audience wants. You could run polls on Twitter or invite people to leave feedback online.

Find out what clients like and dislike about your business, and ask them for their opinions on rival companies in your industry. That’s the best way to gauge the current consumer mentality in your marketplace. Once you start listening to customers, you’ll have a better understanding of what they want. And, in turn, you’ll be able to deliver a service that pleases today’s customer. You might even be able to find gaps in the market that your competitors have missed. It could be a chance for your brand to really stand out in its industry.