Using your customer data to increase sales Your customer database provides information that you can use to increase sales. For example, you could: offer rewards to current customers if they introduce new customers to your business ask customers for testimonials about your business, for use in sales and publicity material ask business customers about their plans and offer to work with them on their new projects find out who your… Read More »Using your customer data to increase sales

Understand your customer base and your market Encouraging existing customers to buy from you more often is a quicker, easier and cheaper way to increase sales than attracting new customers. A good customer retention strategy is based on how well you understand your customers, your competitors, and the market you are selling in. Understand your customers Your sales data will tell you a lot about your existing customers, for example:… Read More »Understand your customer base and your market

Retain your most valuable customers Looking after your customers helps build customer loyalty – if they enjoy buying from you, they are less likely to switch to a competitor. To enhance the buying process, you could: tailor your products and services to meet specific requirements – if a customer prefers delivery before noon, organise your delivery schedule to make sure that happens identify and resolve problems quickly – it is… Read More »Retain your most valuable customers

Identify your most valuable customers Analysing your customers allows you to identify those who best fit your business priorities. For example, if you are launching a new product your aim might be to build sales as quickly as possible. But if you have cashflow problems you might value customers who pay quickly. Most businesses want customers who are as profitable as possible. Customers tend to be more profitable if they:… Read More »Identify your most valuable customers

Get to know your customers The more you know about your customers and their needs, the easier it is to sell to them and target them with appropriate offers. You can use the information you know about them to improve your business’ efficiency and customer service by providing personalised treatment. The right information will let you build up a useful profile of your customers. This typically includes: who they are… Read More »Get to know your customers

Diversify your customer base to increase sales Understanding who your most valuable customers are helps focus your efforts to increase sales, but diversification is also important. Even if you have many customers, it’s risky if they are too similar and could be affected by a similar change in business or the market. For example, if your three largest customers are based in the US, an unfavourable change in the exchange… Read More »Diversify your customer base to increase sales

Retain and grow your customer base Introduction Getting customers is one of the most difficult aspects of running a business, so it is important to retain the ones you have, sell more to them and continually look for new ones. This guide explains how to get to know your customers and understand your market so you can increase sales and develop your business. It explains how to use sales data,… Read More »Retain and grow your customer base

What is customer service? Customer service involves taking action to maximise your customers’ satisfaction with your business. It should be a prime consideration for every business – your sales and profitability depends on keeping your customers happy. Customer service is more directly important in some roles than others. For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and… Read More »What is customer service?

Customer loyalty schemes While good overall service is the best way of generating customer loyalty, sometimes relationships can be strengthened using customer loyalty schemes. This can work for new and old customers. Loyalty programmes may use fixed or percentage discounts, extra goods or prizes to reward customers for behaviour that benefits your business. They can also be used to persuade lapsed customers to give you another try. Your customers’ view… Read More »Customer loyalty schemes

How to deal with customer complaints Every business has to deal with situations in which things go wrong from a customer’s point of view. However you respond if this happens, don’t be dismissive of your customer’s problem – even if you’re convinced you’re not at fault. Although it might seem contradictory, a customer with a complaint represents a genuine opportunity for your business: if you handle the complaint successfully, your… Read More »How to deal with customer complaints