I'm tempted to write about customer support today.
After having a string of companies doing shitty things, ranting about it all might be cathartic and help me feel better.
But then I'd still have to deal with those companies. At least until I've cut them all loose.
So I've decided to take a different approach and avoid the long-winded rant.
How you treat your customers says a lot about you and your business.
These days customers have multiple choices for just about anything. Many of those choices are Amazon, who tend to handle customer issues good enough.
Every customer who bought from you made the decision to not buy from someone else.
With all of the pressure to scale, acquire, and all the other "growth hacks" you read online, you must remember this:
There are people on the other side of the transaction. You have to take care of them or your business will die.
Don't lose sight of that.
Or of them.
Even though Repeat Customer Insights includes a lot of data in the aggregate, you can also drill down and see who your best individual customers are.
Try to doing something to delight at least one of those customers everyday, even if it can't scale. Something as simple as a personal email will help you stand out among your competitors.
Install Repeat Customer Insights and try to make someone's day a bit brighter.
Eric Davis
Retain the best customers and leave the worst for your competitors to steal
If you're having problems with customers not coming back or defecting to competitors, Repeat Customer Insights might help uncover why that's happening.
Using its analyses you can figure out how to better target the good customers and let the bad ones go elsewhere.