What makes customers come back AND tell their friends about your business?
That was the focus of this month’s Business Bytes & Brews at Cup O Code, where local entrepreneur Abby of Bayleaf Photography shared how creating a great customer experience has helped her grow her business primarily through referrals and repeat customers, all with very little marketing budget.
Here are three takeaways every small business owner can start using today.
1. Your customer experience starts before you ever meet your customer.
Your website, social media, reviews, and branding all create a first impression before someone contacts you.
What you can do today?
- Make sure your website has a clear call-to-action like Book Now, Contact Us, or Buy Now.
- Add an FAQ page to answer common customer questions before they’re asked.
- Check your website on your phone to be sure it loads quickly and is easy to navigate.
2. Small details create loyal customers.
The little things often make the biggest impact. Customers remember how you made them feel long after the transaction is over.
What you can do today:
- Send a thank-you email or follow-up message after a purchase or service.
- Ask happy customers for a Google review, and respond to every review you receive.
- Create one memorable “wow” moment, whether it’s a handwritten note, an earlier than expected delivery, a bonus resource, or simply exceptional communication.
3. Relationships are your biggest competitive advantage.
People don’t just recommend businesses because of what they sell, they recommend businesses because of the experience they had.
What you can do today:
- Take time to learn about your customers so you can personalize their experience.
- Stay in touch after the sale with occasional emails or updates.
- Build relationships with other local businesses and refer customers when you’re not the best fit. Those referrals often come back around.
One of Abby’s best reminders was simple: “Don’t let the last thing your customer receives be an invoice.” That extra follow-up, thank-you, or personal touch can be the difference between a one-time customer and a lifelong advocate.
Business Bytes & Brews is held the last Wednesday of every month at Cup O Code, where local business owners share practical ideas you can put to work immediately. If you’re looking for new ways to start, grow, or improve your business, the Bucknell Small Business Development Center also offers no-cost consulting and educational programs to help you succeed. We hope to see you at our next Business Bytes & Brews!