The economy is on the rebound! The proof? Well, for one, Amazon is hiring. Small business owners may not find that to be the most awesome news, but here’s why it is such a big deal. Today the buzz is all about Amazon’s amazing growth; they are hiring 7,000 people – 5,000 to pack and ship and 2,000 Customer Service reps. 2,000 living, breathing humans. People who’s sole job is to answer the phone and talk to customers.
Why? Because customer service is the new economy. Customer service is not something extra or something we ought to do better. Customer service is becoming why people buy and certainly why people talk about (and post about) what they buy and from whom (from people like you) and why their friends should do the same.
Why is Amazon pouring such effort into customer service? To replicate what small businesses have given forever- a better and more memorable customer experience. Sure, they offer an absurdly large selection, very competitive prices and with Amazon Prime, seemingly ship instantly.
How can you top that? Simple. Be who you are, and a little bit more. Your customers can come into your store and shop. They meet real people (a social experience), see other customers buying your stuff (giving them social validation) and not only can they actually handle a product as part of the buying process, they enjoy the full on sensory experience of real shopping. The sights, sounds, and smells all create an experience that can’t be replicated online. You can actually talk to people, smile at them, shake their hand, say thank you. People long remember the experience and often hardly remember what they bought. When your customers leave your store feeling cared for and listened to, they are going to come back – maybe because you sell something so perfect for them that they’ve got to have it, or you’ve given them such a nice experience that they have a powerful, positive memory of you and your store that they are drawn back (again and again as long as you reinforce that feeling).
With a solid connection to your customers and a foundation of positive experience and powerful memory to build on, you can share online. Share Facebook posts and photos that capture cool moments with folks. Create YouTube videos of your staff giving great advice, instruction, and ideas or having fun building, making, packaging, and prepping what you sell. Post blog posts that give answers or ideas that all feed your social impact. Since you’ve shown your customers you care they are likely to respond kindly, perhaps by sharing their experience of you with their online and offline friends thereby increasing your social reach.
People remember good times. Give them a good time and memorialize it online!
It’s the age of customer service, do what you do best and don’t be too shy about sharing it! Happy customers will send you more customers to make happy – that’s just the way it works.
Happy selling 🙂
