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Winning your Customers

1. Impressions

Creating positive first impression of your business is crucial. Bringing a new customer through the front door is far more expensive than retaining a customer, especially if they are loyal. It costs five times more to engage new customers than retaining them. Standards of excellence have to be maintained consistently.  Keep in mind, a loyal customer spends an average of 67 percent more than a new customer. (Harvard Business School)

2. Communicate with Your Customers

Gift wrap your company with Service

There is plenty of evidence to suggest that service matters, but dissatisfied customers are far more in numbers than the other way. Companies definitely need to take this matter extremely seriously before their competitors win over them. According to Forum Crporation Research "Almost 70% of the identifiable reasons why customers left typical companies had NOTHING to do with the product. The prevailing reason for swithching was poor quality of service". Why do Companies even large ones like M&S do not take note but still spend billions in advertising.

Amazing Service = Retention= Increase in Turnover

Sometimes I believe the Importance of excellent customer service seems to be missed by some companies. There are a lot of companies who always try and get it right and succeed. A prime example of this is Metro Bank. As  a Bank they could take the attitude that their customers will always be there but they work differently and try to change their customers into fans. This has a massive impact on their reputation, their following and their advertising budget which will always shrink since most of the advertising will be done by their fans.

Listening to your Customers

A lot of  the time when you purchase items do you feel very special when the company you are dealing with makes a point of listening to you. Not only listening to you but acting upon your requirements ensures them a repeat visit. Again it comes to the point that retention matters and the customers you have feel extremely valued. Here is an incident with an airline which has ceased trading but certainly not through lack of service. 

Genuine Sympathy increases LOYALTY hence retention

When companies employ members of their team, I would vote for people with passion and willingness to work counts. Unless specific technical training is required staff should form a team which encompasses the company's ethos. It is one of the crucial requirements for retention to thrive in a company hence turnover of the company.

Here is where a manager by engaging ina simple gesture created a fan for the company he worked for

Customer Service from A Star Company

I always love companies who always seem to go further for their customers. This also proves definitely that retention is far better than spending money on vast amount of advertising and then failing to deliver at the crucial point. These Companies turn their customers into fans hence they are theirs for the duration. This should be the case for any company who wants to grow successfully. We design bespoke customer service and retention programmes for you to achieve this status. All this has to be an integral part of the company and Everybody working for the company should be practicing it.

Is it YOUR M&S as advertised

As I promised I will tell you about my experience with a well known retailer namely M&S. Just before Christmas 2013, my sister and I were shopping in Brent Cross. We were delayed in getting there due to a major accident on the North Circular. We needed some slippers and decided on two pairs from Marks and made our way to the till. Upon arrival the cashier noticed that one of them was an odd pair.

Amaze your customers

"Be a yardstick of quality.Some people aren't used to an envoirnment where excellence is expected" Steve Jobs, co-founder, Apple

99% of the time if not 100% your customers should be singing your praises. This will occur if you go the extra mile for your customer and this should be inbuilt in the company's culture in every aspect. Here is a story from my favourite Bank Metro Bank.

Customer Service with a difference that counts

Customer Service matters in every business and sometimes you need to look beyond just the bottom line. Most of the time in many businesses as soon as times get tough the first thing they look at are controllable costs. In most cases this always means cutting down your payroll costs and stock costs. This sometimes I feel is false economy since if you do not make your customers truly welcome they will take their business where they feel important.

Putting the customer first

Customer service from the word obviously means that the customer should be at the centre of your business. Sometimes I feel it is difficult for retailers to achieve this especially when it is a choice between offering bespoke customer service or cutting costs. I know from my vast retail experience that in most cases the cost issue will overide other aspects. At Shinar we understand this problem and can offer programmes that will put your customer's interest first.

Here is an article from the Guardian which reinforces the importance of customer service.

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