Exploring Customer Service in Startups
Nothing provides you with the opportunity to try on multiple hats like working for a startup. Even though each person may be assigned a different title, most days everyone does a little bit of everything. In this kind of environment, it can be difficult to provide consistent customer service.
As you try to grow and scale your business, it is important to pay attention to how your business handles customer service. In his article, Customers Seal the Fate of Startups, Singla discusses how focusing on the customer helped him to turn his startup into a success:
- Word of Mouth. Happy customers are the best ambassadors for your brand. If they love what you provide, they will be more likely to share their experience with others. This can be very important in the early stages of growing your business, as you may have limited advertising dollars. Word of mouth can also mean more than an advertisement, as it gives your company credibility.
- A Healthy Customer Base. In order to grow your customer base, you need to be able to retain your existing customers, and encourage them to purchase again. To do this, you need to reassure customers of their purchase, and be available to assist them whenever possible.
- Valuable Insights. Each time a customer interacts with you, it is an opportunity to gain feedback on your products and processes. Filling in gaps and correcting issues as they arise will become very important as you scale your business.
Singla argues that you must figure out your customer service strategy in the beginning before you try and scale the business. This will ensure that your customer voice is positive, which can impact not only how attractive your business is to future customers, but whether or not your business will be a good partner or investment.
Stay tuned for part 2 coming this Thursday – Finding the Right Partner for Your Business.