customer service

Customer Service for Retailers

Customer Service for Retailers “The purpose of business is to create and keep customers”. Peter Drucker It doesn’t matter how good your product is – products do not just ‘sell themselves’. You can’t just open your doors and expect customers to come in – and keep coming back unless you give them the customer service…

Is the greeting card dead?

Ok so it’s a long way from Christmas (unless you are in retail!) but how many of you are planning to send Christmas / Season’s Greetings cards / e-cards to your customers this year? As a small business operator – seasonal cards are a great idea – but only if it’s part of your communication…

screen shot google analytics

Basic analytics for small business

“What you don’t track, you can’t measure. What you can’t measure, you can’t improve!” When it comes to doing business online is not to do it blindly. There are lots of tools available and you don’t have to spend any money to do it! SMB’s can create stronger businesses by collecting and interpreting data to…

customer touch points

Customer Touch Points

Customer service does not begin and end with a sale.  Your customer service is defined by all of the interactions you have with your customer before, during and after the sale.  To improve your level of customer service you need to review all of these interactions or ‘touch points’. Customer touch points are your brand’s…

Surprise and delight with your customer service

Customer Service

“91% of companies claim to be customer focussed – only 10% of customers agree”   (Forrester Research 2012) The key to good customer service is building good relationships with your customers. A happy customer will return often and is likely to spend more. To ensure you provide the best customer service: Know what your customers consider…