What many successful businesses have in common is how they treat their customers. Most of them – whether they’re as big as Starbucks or as small as a one-person team – create and maintain a genuine relationship with their clients from the first point of contact to well after a sale has been made.
This genuine connection gives them an opportunity to create a real bond that turns into a loyal customer and credible relationship.
It then provides an opportunity to sell more products or services, encourages them to refer people and eventually turns them into brand ambassadors aka brand fans.
To help you create genuine and lasting customer relationships, here are 5 things you can easily incorporate into your client experience right now.
Every relationship is founded and grown through open, honest and consistent communication and client relationships are no exception.
Thanks to technology, there are so many ways to reach your audience – from funny videos to short, everyday posts. You have loads of opportunity to be consistently in front of their eyes and in the back of their minds when it comes to your industry. Always be consistent in your times, if you say you are going to send monthly emails, do it. Build the trust, own your word and build that rapport genuinely. Remember that your customers are the most important part of your business and the basis of why you do what you do.
Are your customers having a hard time figuring out how to get to your store? Give them detailed directions on your answering machine and through your website. Are they having a hard time getting your product to work? Provide customer support for them 24/7 as well as print out instruction to download. If you don’t take the time to listen to your customers and find out what problems they are having with your product or service, they will dismiss your business and move on to your competitor. In order to create and grow a large customer base you have to be more concerned with meeting (and exceeding) your customer’s needs as opposed to selling and pushing the sale. Know that once the bond is made the sale is made but the relationship is the most important part.
Exceed Customer Expectation
Customers expect a good product or service because that’s what they paid for, but 100% of the time going that extra little mile can make a huge impact on their overall customer experience. To be a successful business or service you must live by the manifesto of “always over deliver”. If a customer feels acknowledged, cared for and heard why would they go anywhere else? Not only that but they will tell their friends, family maybe even go on social media outlets and let the public know just how amazing the experience was. Now you have the best form of marketing, word of mouth recommendation and you’ve inched your brand a little closer to more minds and hearts.
Listen to Feedback
The best way to find out what your customers want or how they perceive your business is to just ask. Be proactive in seeking feedback, go on social media, create a contest, write it out in newsletters and really listen to what they have to say with an open heart and mind. This form of feedback is quite literally priceless, it will not only help you improve your products, services or overall experience which translates to future sales but it also shows that you care as a company and that your customers are valued and loved. It’s important to note that whether the feedback is a compliment or a complaint, respond promptly, address their feedback and thank them genuinely for taking the time to share their insight.
Reward Your Most Loyal Customers
Every brand in the world wants a supportive, loyal and growing customer base that turns into fierce brand ambassadors. It’s no secret that clients are the heart and soul of any business, so why not reward the ones that have your back. Simple and small gestures such as a shout out on social media, a gift voucher or even hand written card (remember those?) can make a big and loving impacts and make those amazing clients feel appreciated.
Creating real, authentic and loyal relationships with your customers makes a huge impact in your sales, brand awareness and reputation but ultimately leads to a make or break in any business. If you want to be successful, you need to invest in building a strong relationship with your clients, listen to their feedback, be consistent in your communication and always make them feel valued and appreciated. Take action with some of these proven methods and watch the love (and sales) pour in.