intelligent

1 . Employee retention :

It ’ s no secret that if you are not keeping your employees happy , they are more likely to work for someone who will . In today ’ s hybrid world , it ’ s important to consider that your SME offers similar flexibility to those of your competitors . How often do they need to be in the office , are your salary and benefits competitive and are you creating a positive culture are some things to consider .

2 . Customer centric approach :

We ’ ve all heard the adage the customer is always right . Are they ? Well , not always , but they can certainly be treated with the respect warranted . Your employees need the proper training and knowledge of customer pain points , in order to effectively solve their unique needs . A motivated employee is more likely to create a positive customer experience . So , if you are satisfying the employee retention requirements , you might also be creating an environment that creates a positive customer centric environment . See how they are connected ?

3 . Personalise :

Each customer may have unique needs which necessitates a personalised approach . What products have they purchased before , how does their business use them , what pressures does this customer / industry face ? If you know the answers to these questions you can customise a solution that fits their needs , instead of pushing the same solution to everyone .

4 . Communications :

Keeping customers informed of your products and value proposition is not just a pre-sale activity . If you want to maintain your customer database and help ensure future business , stay in touch . This does not mean send them an email every day , but it does mean , touching base when you can with new offerings that meet their business needs . Some experts also refer to the continual flow of information as account-based marketing . I like that , because it is indicative of a customised approach for each customer .

5 . Customer support :

So many customers can be lost because of just one bad support experience , so businesses should spend a lot of time and energy training their teams to help mitigate customer concerns quickly and correctly . If a customer is on hold for 30 minutes , the chances of them being agitated exponentially increases . Offer online FAQs when possible to help customers diagnose / solve their own issues . Round-the-clock chat bots that use AI to respond to questions rapidly are also becoming more prevalent . When all else fails , someone to pick up the phone to assist the customer can go a long way in satisfying customer queries .

By combining these strategies , SMEs can contribute to a more positive customer-facing experience that helps attract new customers and also maintains the loyalty of existing ones . �

YOUR EMPLOYEES NEED THE PROPER TRAINING AND KNOWLEDGE OF CUSTOMER PAIN POINTS , IN ORDER TO EFFECTIVELY SOLVE THEIR UNIQUE NEEDS .