Customer’s now have a Megaphone not just a voice

It is almost certain that, at some time, you will have had a conversation that goes along these lines “Why are you doing XYZ for that customer, it was not part of their order…” usually from your Accounts Manager when looking at budgets. They have an absolute right to ask the question, as their role is to keep the money rolling in and as little as possible rolling out.

There is something to be said about giving just that little bit more to your customers than they were expecting, where you can. In the current climate, building customer loyalty and developing recurring revenue is vital to the ongoing growth of your business. Of equal importance, but regularly ignored, is the act of not prioritising your overall customer service offering. Giving away a little extra can be covered over the lifetime of trading with a particular company or person, but not if you ignore the warning signs.

All too often we hear that someone has left a negative comment or some disparaging feedback and the common reaction is to ignore, after all we have a lot of positive feedback don’t we?

Ignoring this feedback and therefore missing the chance to improve this part of your customer service, can have rapid and severe consequences. From impacting on your reputation as a supplier, to reducing customer loyalty and overall business success. So what has changed to make the need for so much focus on feedback? Social Media. People are now more willing than ever to share their negative experiences and social media has given these aggrieved customers a massive platform – in effect they now have a Megaphone and not just a voice.

In the modern age where we all have to constantly adapt to how new technology changes customer behaviours, negative reviews on sites like Yelp, Facebook or Trust Pilot, can sink your business faster than a torpedo. So you have been warned! Unhappy customers will share their experiences with others and now word of mouth is such a powerful force, that a single poor review could potentially push your formerly loyal customers towards your competitors.

Creatively Yours…

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