07 Nov 4 Customer Service Strategies For Startups
Whether it’s developing support channels or investing in a visitor check in app, there are so many things startups can do to improve how they interact with customers.
Here are four of them:
Create Loyalty Programs
Just how important is customer loyalty?
Reports by the White House Office of Consumer Affairs show that loyal customers are worth up to ten times more than their first purchase. That’s a lot more bang for your buck if you consider that acquiring a new customer costs six to seven times more than reengaging an old one.
Reach out to old customers via email and advertising channels. Keep them up to date with your latest products and services. Chances are, if they liked you the first time, they’ll be happy to do business with you again.
Invest In Digital Support
According to Harvard Business Review, the number one most important factor in customer loyalty is reduction of customer effort.
Rather than adding more customer service reps or beefing up your phone lines, focus instead on reducing customer friction–that is, by providing multiple channels of support that facilitate problem solving without having to pick up the phone.
It could be as simple as a chatbot, an FAQ section, or a visitor registration app like Greetly. Whichever the case, this strategy is bound to improve customer interaction and reduce spending customer service spend.
Offer Value, Not Discounts
Discounts are the best way to make a quick buck…but also the fastest way to kill your branding.
Notice how premium brands like Apple, Lululemon, Rolex, and Starbucks rarely offer discounts?
Why? Because they believe their products are worth the price.
When you sell a product for less, it signals to consumers that: (1) your regular margins are too high, (2) you’re desperate to get rid old inventory, or (3) you lack confidence in your brand. Whichever the case, you’re bound to hurt your brand in the long run.
Not to mention that discounts are addictive. Offer a discount now, and customers will keep asking. It’s a vicious cycle that eats into your margins over the long run.
Need an alternative strategy?
Reward customers with value ads.
Selling industrial equipment? Throw in a sweet five-year warranty for FREE.
Selling footwear? Offer a pair of socks for every $200 purchase.
Unlike discounts, value ads increase the perceived worth of your brand by expanding the range of your offers.
Pay less attention to price and emphasize value instead. The greater value you place on your products, the more your customers will realize that what you’re selling is worth paying for.
Besides good value shouldn’t come cheap, right?
Put Your Employees First
The great Sir Richard Branson once said, “Take care of your employees and they’ll take care of your business”. Truer words have never been spoken.
Genuine customer service starts with your employees. The happier they are with your company, the happier they’ll be serving your customers and clients.
Want a quick tip?
Treat your employees well and give them more than they deserve. More often than not, whatever goodwill they receive from you will be paid forward to your customers.
How’s that for compensation!
Ready to grow your business for the long haul? Consider these customer service strategies your first step.