Loyal customers are born out of good customer relationship that has thrived overtime. If you need to build customer relationship, here is how to approach some of those difficult customers in order to grow a rewarding customer relationship.
Satisfying your customers is not the only way build customer relationship with your customers. It is also very important that you connect with them. Connecting with them means learning about their specific needs and meeting up with them. That way they feel special know that you have their needs in mind.
Communicate with your clients
Initiating a form of communication with your customers is important in developing a strong relationship with them; they get to be acquainted to you and your brand as well. There are also platform which you can use to communicate with your clients.
If you want to get a top of mind attention from your customers and prospects you after a first meeting you should initiate lines of communication through e-mails, messages, newsletters or even your posts on social media.
In your communication process do not focus completely on the products or services you offer, do not contact them only when you are trying to earn money.
Update them on product advancements, events, another way you can make them feel like they are in your thoughts is by sending birthday messages or messages during special holidays. Do not restrict communication with your customers on business. Also, be timely in responding to their messages.
Communication with your customers is an important aspect of developing customer relationship. Communication is a two-way process, it is necessary to develop it for a good customer relationship.
Encourage reviews and feedbacks from your customers
Most people purchase products based on the recommendations from family, friends or even a colleague at work, but then what happens when someone is interested in your company and no one he/she knows has a relationship with your company.
Online customer review is important because that is the first place people will go to when they are trying to patronize your brand. A lot of consumers would first of all read reviews before patronizing a brand.
Statistics from Inc showed that 84 percent of online consumers read and trust online review. According to review trackers 63 percent of consumers said they are likely to check reviews on Google before visiting a business while others check reviews on other platforms.
According to Jeremy Gin from SiteJabber, “Tech-savvy customers will trust your brand more if they see legitimate customer reviews from independent third party review sites”.
Most people tend not to believe a business when they don’t see any negative review; they’ll think the reviews are probably bought.
With reviews and feedback you get from client you will be able to know where you should improve on your business for continual growth and an amazing customer relationship.
A lot of businesses think they should just sell products and services then they are done. If you are really interested in building a great customer relationship, then you should show your audience that you are an independent entrepreneur who delivers excellent result.
While selling yourself make sure you don’t oversell by promising unrealistic results as it may bring your business reputation down. Set reasonable expectations and make sure you completely impress your client then position your brand as a brand they would like to retain as customers.
Determine what is valuable to your customers as there are different details that will be valuable to every customer. It could be how fast your product is being delivered to them, it could be in delivering aesthetically pleasant project, it could also be in your communication tone.
For some it could be appreciation after a business or during special holidays. The most important thing is to find the opportunity to go above and beyond what your customers initially expected from you.
Your customers need to know that you’re a human being with emotions not just one robot replying messages and taking orders. In building customer relationship it is very important that you try to create memorable experiences with your customers.
Some customers are likely to forget your “thank you” on social media but can hardly forget sharing a memorable experience with them. Take for instance the passengers on westjet airline who received surprise Christmas gifts of choice.
These passengers will remember this experience for a long time. Things like this help in a lot of way. One the customer is likely to become a loyal one because of this act of kindness. Also, this act will definitely go on social media giving the brand a positive exposure and publicity.
People like patronizing brands that appreciate them. Even though you don’t do much, show your audience that you’re human with emotions and build lasting customer relationship.
Give timely response
Imagine buying a gadget from a company and calling them to give you a clue on how to fix something and they neither reply your messages nor take your calls for days. Things like this ruin good customer relationship.
According toMcKinsey’s 2017 experience compendium, three quarters of online customers expect to be responded to in five minutes. This means that if you have a live-chat option with your customers it will be ideal.
Sprout social Q2 Index Showed that even though customers expect to be responded to in under four hours, most companies respond in an average time frame of ten hours.
Responding quickly does not only give your customers pleasant experiences but it lead to good relationships with them and more revenue for your business. You can use Sprout Social’s Engagement Report to track your engagement rate.
Always deliver fresh content
In recent time a lot of businesses are online but some don’t have a presence. Considering this fact, customer relationship begins from the moment a potential customer visits your page. This relationship could be either positive, negative or no relationship at all.
You need to encourage leads to come back for more because you deliver fresh content to them. Delivering fresh content puts your brand at the top of their minds, they look forward to consuming your contents and whenever they need to purchase products or services that you offer your brand is the first place they would want to visit.
One of the reasons people don’t return to a brand page is because it is either stagnant or they don’t deliver quality and fresh content.
So make sure you deliver fresh content, find a schedule that suits you and your audience and follow it consistently. By so doing you are training your audience to follow your schedule and look forward to consuming them.
Enhance customer relationship with value addition
Every brand goal is to have new relationship and maintain the old ones. Every customer wants to find products and services that have quality and add some kind of value to their lives. As a brand you should learn to develop strategies that grow your brand, build strong customer relationship and loyalty that you need.
Always keep in mind that an average customer would want to get something out of your relationship when you are developing your customer loyalty strategy.
This could be through your content or brand experiences but just be sure you make connections that add value to them. This will make them patronize your brand each time they want to buy a product or service that you offer.
Let your brand be the best it can be by adding value to people’s lives and watch your customer relationship continue to grow and blossom.
A lot of businesses provide discounted prices to new customers and offer incentives to first time buyers to make them come back but forget to acknowledge the old and repeating ones who are in fact the most loyal ones.
Customers tend to stick with your brand when their efforts at being loyal are rewarded. Everyone likes incentives so you should probably think of cultivating customer loyalty programs for both the old and repeating customers. This will help you grow positive customer relationships with your audience.
You don’t have to give them the whole world for being loyal. You can offer small rewards to them and then you can continue to provide more valuable benefits and promotions based on their continual purchases and loyalty.
You can reward their loyalty by acknowledging them during special holidays, anniversaries and birthdays, you can also invite them for events. This will make them feel special and more connected to your brand and what it stands for.
The impact of developing good customer relationship cannot be over-emphasized. Customers are always eager to share their opinions whether positive or negative and have many channels where they do so. Giving customers the chance to share opinions helps you strengthen your relationships with them.
Just like any other relationship, customer relationship requires work but the reward you get afterward would be worth the efforts. Become a problem-solver. Buyers usually connect with brands that show it has their best interest at heart.
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