Did you know that 86% of customers will actually pay more for a better customer experience? Customer service statistics like this one from American Express should be even more incentive for B2B business owners to provide the best customer experience possible for their clients.
In addition, a happy customer is also a customer who will happily generate referrals for your business. According to customer communications firm Groove, 1 happy customer generates 9 positive referrals. On the flipside, 1 unhappy customer can generate 16 anti-referrals and add up to 26 unhappy customers in the end.
This just goes to show that while providing the best customer service is the right thing to do anyway, it is also the right thing to do for your B2B business.
Here are 4 customer service tips for business to business entrepreneurs:
1. Be prepared to engage across multiple touchpoints. It is extremely important to make sure you are able to clearly communicate who you are and how you can help to your target audience across all communication channels. Having a strong, consistent message on the phone, on the web, and in person is vital to kick-starting a positive customer relationship. Clients value clarity and your ability to effectively communicate is a huge part of your brand identity.
2. Make it easy for clients to do business with you every step of the way. From ordering / agreement through to completion and follow-up, you want to make it as easy as possible for clients to do business with you. Develop an easy to use workflow; make accessible and open communication a priority; and deliver on your promises.
3. If something goes wrong, make it right. The worst thing you can do if something goes wrong is to panic and compound the problem. Instead, keep a calm demeanor and make sure to do everything you can to fix the issue and appease the client. Turning something like this around can still translate into an overall positive customer experience, especially if they are impressed with how you handled the situation and still received what they wanted at the end of the day.
4. Add finishing touches that make a lasting impression. When an order or agreement is fulfilled, you want to put the right finishing touches on the customer experience. Whether you are providing a report or invoice for services rendered or delivering tangible goods, you should include your professional branding when delivering these items. Using well-designed letterhead for reports/invoices and branded packaging for tangible goods are ways to stand out. When a client sees not only a job well done but a perfectly packaged job well done, that enhances their experience and gives them another positive reason to continue to do business with you and offer those positive referrals of your business to others.
Ultimately, B2B entrepreneurs should strive to provide the best customer experience possible. Happy customers can be huge drivers of growth that help you expand your client base, and unhappy customers could potentially stifle that growth. By being consistent with your branding and messaging, communicating openly and clearly, and delivering on your promises, you are bound to make a lasting impression that positively impacts your business.