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Editorial blog

Top tips to win customers’ hearts and minds

17 Jul 2019

Adam Newhouse, Director of Hunkydory Crafts, explains how to grow your business

When owning a business, it is undoubtedly a key goal to grow that business in order to increase profi t and market share. But it’s important not to lose sight of your customers or your values when doing so. Customer focus should be at the heart of everything you do, because you need to understand your customer completely to scale your business and in turn, as your organisation grows so too will the demands and expectations of your customers. Here are a few top tips in order to grow your business while still remaining customer focused.

1. Create a loyal customer base

With competition growing at a fast rate; rewarding customer loyalty is key to increasing and maintaining a loyal customer base and improving customer retention. Offering a membership, subscription or a loyalty scheme will ensure your customers have a reason to choose you over your competitors and increases the likelihood that they will talk positively about your products to friends and family, which in turn could grow your customer base.

2. Scale your customer service team

As your business grows, it’s important to scale your customer service team and ensure they have the correct training. They are the fi rst point of contact when customers have a problem or need support, so it’s essential that they understand and share your customer values and are trained with product knowledge. Make sure to offer frequent internal communications through email or meetings to keep them up to date with your latest products, ensuring that your customers get exceptional service and therefore keep coming back. You could even look to offer a live chat option to give quick support to, solving issues as quickly as possible.

3. Measure customer satisfaction

To achieve customer focus and grow your business, it goes without saying that you need to understand your customers and anticipate their needs and expectations. You can do this in a number of ways - for example through email surveys and post purchase emails. You could even implement a review platform on your website, which would also help to attract savvy shoppers who scour the web looking at reviews before they choose to purchase a product. Make sure to continuously analyse and review sales figures and KPIs through platforms such as Google Analytics, to optimise your strategies going forward.

4. Customer led product decisions

Finding ways to get customers involved in decision making can greatly improve the customer experience, leaving you with satisfi ed shoppers who come back again and again. you could run polls on social media asking customers to pick a particular feature of a new product, send surveys for feedback on new product ideas or even run focus groups. online surveys are great as you can get lots of data fast, but having a small focus group of customers can offer more detailed feedback in a face to face setting. you might fi nd that the conversation leads to problems or solutions you had never thought of.

5. Have an omnichannel approach

Having a multitude of platforms is important when scaling your business, as it offers new and existing customers multiple touchpoints to connect with you. A traditional multichannel approach has long been key to retaining customer focus, but as digital technology evolves, customers now expect a seamless experience across different platforms.

Omnichannel marketing ensures your platforms offer a consistent and integrative shopping experience. For example, making sure all platforms maintain the same tone of voice and brand personality, including links to your website on social media and, if you have a bricks and mortar store, offering click and collect or in-store returns.

Stock shot

Christmas Craftaganza

The Christmas Craftaganza 2019 is this year’s excellent value festive offering from Hunkydory Crafts. The Craftaganza comprises of four Topper collections: A Wonderful Wintertime, Christmas in Style, Festive Friends and Winter Warmers. The fantastic variety within the kits ensures they cater to all tastes, meaning your crafters can make the perfect card for all of their loved ones.

Hunkydory’s high quality and style prevails throughout, with amazing Adorable Scorable cardstock and luxurious gold and silver foiling. The great value bundle also includes the free Crafting with Hunkydory Christmas Edition Magazine, featuring a range of creative and inspiring projects. 01772 272561 www.trade.hunkydorycrafts.co.uk trade@hunkydorycrafts.co.uk

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