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Customer Service, and Its Importance in Hospitality

A customer’s experience in your store will determine the likelihood that they return. With the rise of technology and social media, the experience of an individual customer can also become the experience of hundreds of others, even if they have never stepped a foot into your business. Therefore, it is vital that businesses put their best foot forward when it comes to providing customers an enjoyable experience as they are potentially being broadcast across the world.

Get the most out of your customers

It is quite clear that if a customer enjoys the time they spend with your business, it is likely that they will convert into a repeat customer somewhere down the track. This is very important to note and execute because repeat customers tend to spend up to 67% more than new customers.

Therefore, to generate as much revenue as possible, businesses need to aim to convert every new customer into a repeat or loyal customer, which will extensively expand the size of your regular customer-base.

It’s a win-win. Your customers are happy, your employees are happier

Creating a wonderful store environment for customers begins and ends with your employees’ approach and attitude towards the cause. Successfully implementing a customer-centric approach in all your employees not only benefits the store experience but also the working experience.

Employees that are given the responsibility to go that extra step for their customers and are offered the opportunity to gain a better sense of pride and accomplishment in their work. This sort of fulfilment can do wonders to your employees’ satisfaction and productivity, which is invaluable to your business’ success.

Marketing… for free?

As mentioned earlier, every interaction with one physical customer could really be a digital interaction with fifty. Whether it be good or bad, you can be sure at least one other person will be influenced by the stories they hear from the original customer.

Making sure that all your customers leave with a significantly positive experience can then give you the upper hand when it comes to creating your digital presence. There are not many avenues of marketing that are as effective and cost saving as having your satisfied customers do it for you.

Experiences, reviews and photos of your brand, store and products will find itself onto large social media platforms like Instagram and Facebook where you will gain access to an endless amount of impressions and potential customers. Word of mouth is a powerful tool, so much so that a customer’s friends and family will tend to believe them more than advertising from you.

Take advantage of this by clearly displaying your social media handles in store along with any other online campaigns and make sure customers are walking into an aethstetic store space with areas that are made to be photographed.

Photo: Yu Kitchen Chadstone

Maintaining a high standard of customer service is therefore vital as your growing reach to new customers is exponential. As long as you keep providing positive experiences, more and more people will be drawn to your business.

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