Ilja Gorelik, the Co-Founder and current COO of Mitto AG, has written an insightful article for Forbes on the importance of customer service for small businesses. Gorelik outlines five ways that small businesses can deliver exceptional customer service and stand out from their competitors.
The first strategy Gorelik suggests is to focus on personalization. By taking the time to understand each customer’s individual needs and preferences, small businesses can create tailored experiences that show they truly care about their customers. Gorelik recommends collecting data on customer preferences and behavior, and using it to personalize marketing messages, product recommendations, and other interactions.
“PwC research found that a positive brand experience influences 65% of consumers more than just advertising.” Read more here: https://t.co/xdOBi7plm5
— Ilja Gorelik (@iljagorelik) March 8, 2023
The second strategy is to prioritize communication. Gorelik emphasizes the importance of being responsive to customer inquiries and feedback, and suggests using a range of communication channels, such as email, phone, and social media, to make it easy for customers to reach out. He also suggests using chatbots and other automated tools to provide quick and helpful responses to common questions.
Did you know that almost half of product searches begin on Google? Make the most of it by using Business Messaging to drive conversions and deliver delightful experiences to your customers.#google #businessmessages #customerexperience https://t.co/Pdp47phK8X pic.twitter.com/KQf5gmdAao
— Mitto (@mittoglobal) December 28, 2022
The third strategy is to empower employees. Gorelik notes that frontline employees are often the ones who interact most directly with customers, so it’s essential to give them the tools and training they need to provide great service. He suggests investing in training programs that teach employees how to listen actively, solve problems creatively, and handle difficult situations with empathy and professionalism.
The fourth strategy is to build trust. Gorelik argues that trust is key to building long-term relationships with customers, and suggests being transparent and honest in all interactions. He recommends being clear about pricing, product features, and other important information, and responding quickly and honestly to any issues or complaints that arise.
Finally, Ilja Gorelik suggests using technology to streamline customer service processes and improve the overall customer experience. He highlights the importance of using data analytics to track customer behavior and identify areas for improvement, and suggests using tools like customer relationship management (CRM) software to keep track of customer interactions and personalize communications.
Overall, Ilja Gorelik provides valuable insights and strategies for small businesses looking to improve their customer service and stand out in a crowded marketplace. As the Co-Founder and COO of Mitto AG, Gorelik brings a wealth of experience and expertise to the topic, and his advice is well worth heeding.