Esther K

Customer Experience/Customer Care/Marketing/Social Media Strategist/Brand Consulting - I help brands show up, stand out, and stay relevant.

[Esther K @Estherk2010]

My years in customer experience taught me:

I don't just look at a business's advertisement.

I look at the entire customer journey.

How did they discover you?

How easy was it to enquire?

How were they treated?

How was the problem handled?

That's wher real marketing happens.

[Esther K @Estherk2010]

Having worked in customer experience, I learnt something that stayed with me:

The customer doesn't experience your departments separately.

They experience ONE business.

When marketing, sales and customer care don't communicate, the customer experiences the confusion.

[Esther K @Estherk2010]

I would love to hear from business owners:

What is currently your biggest customer-service challenge?

Getting customers to respond?

Handling complaints?

Managing expectations?

Keeping customers?

Getting your team to care as much as you do?

Let's talk.

[Esther K @Estherk2010]

Small business owners, I have a question:

Would you rather have 10,000 followers who never buy…

or 1,000 followers who trust your brand enough to recommend you?

Sometimes we measure the wrong things.

What metric do you think businesses obsess over too much?

[Esther K @Estherk2010]

What's one customer-service behaviour that immediately makes you trust a business?

For me, it's accountability.

“I'm sorry. We got this wrong. Here's what we're going to do.”

No excuses. No blaming the customer.

Just ownership.

What's yours?

[Esther K @Estherk2010]

Marketing people, customer service and sales people:

Do you think these teams understand each other's roles?

I've seen what happens when marketing promises one thing, sales says another and customer service is left to explain.

Where do you think the disconnect usually begins?

[Esther K @Estherk2010]

If I gave you 30 minutes to audit your business from a customer's perspective, where would you start?

Your social media?

Your website?

WhatsApp?

Phone calls?

Physical shop?

Delivery experience?

I'm genuinely curious what business owners would check first.

[Esther K @Estherk2010]

I may not be where I thought I would be by this time. Some dreams are still dreams.

Some prayers are still waiting. Some areas of my life are still a work in progress.

But I am here.

[Esther K @Estherk2010]

What's worse for a business?

A customer complaining loudly…

or

a customer who says nothing, leaves quietly and never comes back?

I've always found the silent customer interesting.

Because you may never get the chance to fix what went wrong.

Agree or disagree?

[Esther K @Estherk2010]

As September comes to an end, I have had some quiet time to reflect, and all I can say is that I am starting October with a heart full of gratitude.

[Esther K @Estherk2010]

Let's settle this one:

A customer is angry because your business made a mistake.

What should happen first?

A. Explain why it happened
B. Apologise
C. Fix the problem
D. Find out what happened before responding

What would you choose?

[Esther K @Estherk2010]

Business owners, be honest:

What is one customer-service mistake you made early in your business that taught you a lesson?

Never assume that because a customer hasn't complained, everything is okay.

Sometimes they simply leave quietly.

[Esther K @Estherk2010]

A customer says:

“Your product is expensive.”

Don't immediately start defending the price.

Ask yourself:

Have we communicated the value clearly?

Sometimes the problem isn't the price.

It's that the customer doesn't yet understand what they are paying for.

[Esther K @Estherk2010]

If your business only remembers customers when you want to sell to them, you are not building relationships.

You are building transactions.

And transactions can be replaced very easily.

Relationships take longer.

But they can take your business much further.

[Esther K @Estherk2010]

Here's something I wish more small businesses understood:

You don't need a viral post every week.

Sometimes you need to answer your customer's WhatsApp on time.

Sometimes you need to return a call.

Sometimes you simply need to do what you promised.

That is marketing too.

[Esther K @Estherk2010]

I have always believed that customer service is part of marketing.

Think about it.

Every interaction tells the customer something about your brand.

The WhatsApp reply.
The phone call.
The complaint.
The delivery.
Your brand is speaking even when you're not posting.

[Esther K @Estherk2010]

Your social media manager can create beautiful content.

Your marketer can bring people to your page.

Your sales team can close the deal.

But if your customer service is poor, all three can be working very hard to fill a leaking bucket.

[Esther K @Estherk2010]

Ladies, remember to wash your hands BEFORE and AFTER using the washroom. Your body deserves to be cared for with clean hands. Good hygiene starts with simple habits. 💕

[Esther K @Estherk2010]

You don't always lose customers because your competitor is cheaper.

Sometimes you lose them because your competitor replied faster, listened better, explained clearly and actually cared.

Price matters.

But please don't underestimate the cost of poor customer service.

[Esther K @Estherk2010]

@danellisona If you have a clear goal, you will keep showing up as you build on followers.