How important is customer service to you? If you are anything like me, growing up, there were numbers of the local town, family-run businesses that lived and breathed customer service. Ms Taylor sold me my bread. I loved award-winning sausages from Mr Nelson’s butcher, and Mr Polzin was always there to fill up our car. They were making their living from me, but I was also a part of their community.
Today, it’s a paradigm shift to consider a customer more than a number. Often customers come and go, and we don’t even know their names.
Many local businesses from days gone by understood this to a tee. They knew that if they simply treated each person as if they were the number one customer, they could gain a customer for life.
Have you ever stopped to think about ways that you can convert a one-time customer into a forever customer?
Customer lifetime value is moving from the view that a customer offers you a once-off sale to seeing a customer’s relationship with you ongoing and their value increasing.
So, thinking specifically about creating lifetime customers rather than once-off wonders, here are some ideas that can help!
A little bit of tender care goes a long way. Rather than being focused on the what, focus on the who. Who is it you are selling to, what matters to them and how can you best serve them with your product or service? This is more than ‘free steak knives’ – this is good service. Good service is underrated in today’s world. Let’s make a change.