Keeping the customer happy

The late American entrepreneur Sam Walton once said: “There is only one boss, the customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.”
Those candid words resonate just as strongly today, especially as consumers think longer and harder about their spending decisions. The task of retaining and attracting customers has never been more important as household budgets are squeezed in the challenging economic circumstances.
Yes, it can be tough but also ultimately rewarding if the right approach is adopted. Indeed, SMEs all over the country are looking at precisely what they can do to keep their customers happy including loyalty offers, specialist staff recruitment and training and upgrading their communications.
Above all, businesses need to be aware of a customer’s shifting priorities and concerns and respond accordingly if they are to survive and thrive. You may notice customers are expecting more information or are ready to complain. Or perhaps they are now more inclined to shop around and take their time before they decide how to spend their money.
Businesses who ignore such changes, no matter how subtle or profound, do so at their peril. So, whatever your experience, please take a moment to answer the following question in our latest Have Your Say poll.