By Betsabe Brewer, Head of Customer Success, CashDrop
When you hear ‘customer success,’ do you tune it out because you think your business isn’t big enough for that? Or is it something that keeps you up at night?
No matter how big your company is, customer success equals your success. Accelerate the growth of your business by focusing on growing a loyal customer base that helps increase sales. The challenge is creating processes in your business that ensure customers are getting the same experience, every time.
Here are some lessons merchants using CASHDROP have learned to supercharge their business with customer success.
Setting expectations and the power of being genuine online
Customers are not cutting slack to small business owners. Someone will have dozens of bad experiences with a major chain, but a single less-than-pleasing interaction with a small business, and the customer will often write them off and post a negative review online.
While meeting these high expectations as a small business may feel impossible, if you use social media to build trust by sharing essential updates on delays, closings, etc., you will set realistic expectations for your business that will set you up for success.
Some of the most successful merchants using CASHDROP use Instagram to create a community for their customers. Doing that opens up a communication channel that helps your business to curb the demands of unrealistic customers. Share everything from behind-the-scenes videos to on-the-minute updates on ordering or special items can offer an important window into your business. When people see how hard your team is working and how much they care, there’s more room to be empathetic.
Chargebacks and refunds
Since the customer tends to win with major payment processors when it comes to disputes and refunds, considering the customer experience as a whole can save you thousands each year.
If a customer requests a refund, here are some strategies you can implement to improve your customer relationships and reduce your number of complete refunds:
- First, offer a free item or a credit to avoid proceeding with a refund; if you’ve made a relationship with that customer, it’s more likely they will take this option.
- The next best play is to offer a partial refund, unless the customer pushes for a complete refund.
Operationally ensure that the business descriptions in your payment processing profiles are straightforward so it correctly reflects in customers’ statements. When customers cannot verify where a charge is coming from, they typically flag it as an unapproved purchase. This mistake costs the business the refund amount plus the processing fees associated with the charge. Simple updates in your payment processing profiles can dramatically reduce issues like this.
Finding tech that works with you
It’s essential to consider the digital experience for your business as a whole—from how customers order to how they engage with you on social media.
One simple solution to this challenge is CASHDROP. CASHDROP lets you create an online shop with seamless ordering. Customers shop by clicking your custom link, checking out in seconds without having to download an app or create a login. The app’s economics favor small business owners. Instead of charging high fees or commissions, merchants on the app get to keep their profits.
This is a content marketing post from CashDrop, a Forbes EQ participant. Forbes brand contributors’ opinions are their own.