Delivering Authentic Customer Experiences: The small business guide to turning principles into profit
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Delivering Authentic Customer Experiences: The small business guide to turning principles into profit
Would you like to consistently and cost effectively encourage your customers to use more of your services, more often?
We live in a competitive world, so whatever service you offer, chances are someone else is providing a similar experience or solution just around the corner. Good clients are hard to come by and often costly to attract, so once they’ve chosen you as their preferred supplier, be honoured, be grateful and be mindful that they can and will switch allegiance if you fail to meet their expectations. The latest research suggests customers are fed up with empty promises and are seeking more personalised, relevant and authentic experiences.
Statistics show that 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. In fact, failure to deliver authentic customer service can result in… •A loss of reputation •Shrinking profits •Low staff morale •Increased staff turnover •Increased client attrition •Higher recruitment costs (internal and external customers) •Reduced organic growth •Loss of up selling and cross selling opportunities •Wasted time, effort and money
Or, as one client put it, “When we get it wrong we’re handing our customers to the competition on a silver platter.â€
This book is a valuable read for independent professionals and owners or managers of SME's (small/medium sized enterprises) that offer services, solutions or experiences to their customers. You’ll find 7 tried, tested and proven principles, practiced by authentic customer service providers, which when applied, will help you create a loyal client base, who love what you do, can’t wait to tell their friends and family and are happy to steer new clients to your business rather than to the competition.
Inside the book you’ll also find a link to a selection of useful resources amassed during the author’s 25 years work in the service sector. Free to download and designed to help you continue to review and reflect on your business practices and develop authentic services that your customers will want to experience time and again.
