Your business is launched whether small, medium or big. You got first few customers/clients did you ever counted how many customers are walking back to again. If you are not getting repeated customers find the gaps.
If you can't find the gaps/loopholes you won't be able to Hack Gaps.
Finding gaps and Hack Gaps to retain customers in Offline Business is comparatively easy than in online business. When you know the customers' faces you can interact directly. This is why ecommerce companies counts much on customer reviews.
Customer come back or go for many reasons; some could be Product Quality, Service Quality and Behavior. Price might be an issues if someone selling the same product or service for less cost. But price is secondary.
Take customers feedback. People come in different package. You cannot expect that everyone will tell fault and gaps in your product or service. This is why companies ask for Star Graded Ratings.
Give your customers enough channels to criticize your product and services. Each feedback matters. Some customer feedback may be real, some may be unworthy and some perhaps you can/will never able to fulfill.
Collect the feedbacks. Look for negative reviews. Find similar product and look what customer say about those products. Find as many negative reviews as you can. Analyze those those gaps and find the flaws.
Without repeat customer base your sales will be thinning over time. And to get repeated customers you need to add value in your products/services. That is the price you have to pay to get repeated customers.
Hack Gaps to get repeated Clients/Customers.
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