Consider any process that leads to you obtaining or keeping a customer.

Every interaction that your company has with a customer or potential customer should reflect your brand values.

This is especially important if it is the final touch-point.

Keep customers informed of deliveries and possible delays

Sometimes delays are inevitable. Keep your customers well informed. Customers often don’t get annoyed at a delay. They do get annoyed if they are ignored and they make plans regarding a delivery that they have to change at the last minute. Try to give customers as much warning as possible if you are not able to deliver on something you have agreed on.

Develop a good customer service team to react to any complaints swiftly.

How you deal with a complaint will affect not only whether a customer makes a return visit, but also the messages that customer will convey to others about your company. Deal with complaints well and the complainant could be turned into an advocate.

Look after your customers’ data.

Ensure that your processes are compliant with the General Data Protection Regulations and that your privacy policy is updated and easily accessible.

Set up a process whereby your customers can give you feedback.

Any feedback, good or bad, is good for your business. If it’s good… do more of it. If it’s bad… address the reasons before they become a major problem. If one person complains, you can be sure there are others that feel the same way and instead of complaining will go elsewhere. Don’t treat complainers with contempt, the reason they complain is because they care. Encouraging customers to give feedback and become part of your processes will help build customer loyalty.