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Angela's Tipmentos

5/31/16 3:15 PM

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I know personally from my years of experience as GM how difficult it was to engage with all of our customers.  Let’s face it, all the popcorn, door prizes and free lint rollers are not going to get people to stick around. These days, most people don’t have time to chat, let alone say a quick hello. 

That’s where social media can play a critical role in our customer engagement and retention. Think if it s a virtual CSR. You can hear the good, the bad and the funny - and be able to respond publicly or privately - as you see fit.

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Per the old saying, “Give the people what they want” and you will succeed. Which makes me wonder… do you know what your customers want? And how do you know? Do you concentrate on some of what they want, being so good at one or two things that your clients don’t mind your shortcomings in other areas?

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Little things can make such a difference. I recognize that our thinking is a bit opposite to today’s economic trends. Today’s business environment seems to be all about cutting corners. There is story after story about how to put less labor, less materials, less money into every element of business. But I’m guessing there are very few companies, be they a restaurant, store or drycleaner, that have failed because they spent too much time, money and effort to make their clients happy.

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