Nurturing ongoing relationships with your customers is an important part of growing a successful business. And in this age of automation and innovation, caring for your customers is more important than ever before.
At any given moment, an unhappy customer can share their opinion on social media platforms and the web, which can negatively affect your business. That’s why it’s even more important to create an optimal experience for your customers to help develop your company’s relationship with them into love.
Creating love between yourself and your customers is priceless. In addition, creating a customer-centric culture of this nature is a business opportunity of a lifetime. Since most businesses are failing when it comes to customer experience, now is the time to swoop in and enchant those SAME customers into falling for your company. Not totally convince that creating a bond with your customers is necessary? Approximately 89% of consumers state they took their business elsewhere following a poor customer experience. (Source: Right Now). In addition, according to the Desk, over 60% of consumers will pay to have a better customer experience. What does that mean for you? Simply put, if you’ve seen a decrease in returning customers, it’s time to make a change!
Here are 5 ways to start building the relationship:
Engage with Your Customers
Happy customers who customers who feel respected. And when you genuinely care about their experience with you, it makes a huge difference. Don’t be a nameless, faceless business; interact with your customers on a person-to-person level. Address them by name and, tell them your name upon meeting. Talk to your customers as you would in person, not like you would in a press release.
Actively Listen to Your Customers
At a time when it’s easy to have a two-way dialogue with your customers, it’s important to listen. When listening to your customers, think about what types of changes your business should make from this feedback, and then follow through. Your customers are the lifeline of your business, and not dealing with the reasonable requests could have negative consequences.
Continue to Satisfy
The primary reason for customers abandon ship is dissatisfaction with customer service. Do everything you can to provide excellent service to your customers on an ongoing basis. Respond quickly and enthusiastically. Companies with strong capabilities and competencies for delivering stellar customer experiences are the ones who outperform their competitors.
Treat a Customer Like a Valued Partner – Communication is Two-Way Street
As mentioned above, take your customer’s feedback seriously and act upon reasonable requests. What’s the point of listening if you’re not going to act on that feedback? Make sure it’s clear that you want your customer’s feedback and that your business truly values them as a partner.
Above all else, craft every thank you sent out from your company to be specific to the customer. Thank your customers for taking the time to go through the process of resolving their issue (if there was one). Finally, follow up with a good old fashioned “Thank you.” Customer satisfaction is what will differentiate you in a sea of other companies.