One of the most impressionable ways of marketing your business is the level of customer service that you provide. While traditionally marketing has been used to get customers into your store or business. Now marketing needs to be seen as an on going process. Which continues not just when you are trying to get customers into your store but also while they are in store, in the process of trying to create them as a repeat customer.
As a business owner, your most important aspect of marketing to your customers when they are in store, is not something you may think of. While the first thought on marketing to customers in store is often thought to be the signage that is placed around, this is actually usually the last thing that is going to make a customer consider coming back or not. More so the focus will be on the level of Customer Service.
Creating a unforgettable customer service experience, preferably a good one of course can be a very good asset to your business. The more customers feel like they are being looked after in the way that they believe they should be, the more they will want to return next time they need something that you business provides. A good experience, creates a willingness to return, while a bad experience can leave your business off limits to the customer for good.
One good example of this i found when i was looking at a purchase not long ago. I was looking to buy a new game console, (a Sony PSP to be exact). I knew where i wanted to buy it because it was local and i do like to support local businesses. However it was a little cheaper in a competitor’s catalog. The company that i wanted to buy from has stores all over the place, and had to my knowledge been a store that matched competitor prices, and promoted this fact quite a lot. Apparently this store was no longer price matching as there head office would not allow them because they had no competitor’s in the same shopping center. To bad they have a competitor less then 1 km down the road.
Before this experience i had visit this store to have a look almost once a week, and bought stuff every so often. This experience happened 3 months ago, and i have not gone near one of the stores since, and plan not to.
So consider how your customer service is marketing your business to your customers. Don’t let bad customer service market your business as not caring.