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November 8, 2013

Flipping the Coin – How do your Customers See your “Little Mistakes”

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A little while ago I read this great post by Ken Mueller which got me thinking, “Where have I never been with my posts before?”

I was quite surprised to find that the answer was “The customer’s mind-set.” I have written posts in the past about providing great customer service and nurturing post-purchase, but never actually about how a business could be seen through the eyes of a customer. Most importantly though, how customers view the “little mistakes” that you decided to let slide or deal with later.

Here are ten little mistakes that I see quite often when browsing the web, and how they could be making your customers view your business in the wrong light!

Little mistake #1 – Not blogging or updating your social networks

screenshot of blog not being updated

It’s very easy to neglect things like your blog and social networks. What with more urgent work tasks, familial and social commitments and unexpected requests dominating many of our lives, the simplest solution is to try and alleviate the pressure by “just blogging tomorrow.” That tomorrow then becomes the day after, and the day after that and the day after that, as you can see from the lonely looking lambs in the example above (almost as lonely looking as the stagnant blog itself)!

It’s a vicious circle, and one that can leave both existing and potential customers seeing you as just as neglectful in other areas of your business as in your content. It can also come across as you simply not having anything interesting to say, so how could you have anything interesting to offer your customer too? read more

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