If you are in business, you are definitely in it for the long run. You want long-term clients, high-profit margins, great staff, and all those perks of a good business. While I agree that all these contribute to building a successful business, there is one key factor that will catapult you into sustaining that successful business; great customer relationship and experience. In any business, we always here that customer is king. Without customers, you cannot be able to stay in business.
Upon this realization, it is important that you focus your energy on building an excellent customer relationship and experience if you want to see your business grow. According to Forrester research, it costs five times more to get a new customer than to retain an old one. In the present era of innovation and technology creating a customer based culture has never been more important.
A pleased customer or an unhappy one for that matter can share their feedback on social media which will have a huge impact on your business. Studies by Oracle show that up to 89% of customers start doing business with a competitor due to poor customer experiences. All these should strengthen your resolve to prioritize and solidify customer relationships and experiences. Here are some ways on how to do that.
- Keep in touch with your clients
Schedule regular calls to share updates and maybe receive feedback on the products and services. Make sure you get both the positive and negative. This will give you an idea on what you are doing right and what can be improved to the customer’s satisfaction. An email is a great alternative if you don’t want to call.
- Prompt response to emails
Response time is extremely important to customers in business. Quick responses reassure the customers that they are important to the business and show your willingness to help. A 24-hour window is most appropriate. However, if that is not possible, it’s better to give a confirmation reply that you have received the email and you will get back to the customer. This puts them at ease.
- Be attentive to their feedback
Communication is two-way traffic. A business that treats its customers like partners, will value their feedback. Your customers should know that their feedback is important to you. At the same time, don’t just listen for the sake of it; that beats the whole purpose. Take their suggestions and feedback seriously and take action on the reasonable requests. Customers will be loyal to a business where they feel important and comfortable enough to voice out their concerns.
- Maintain high quality in your products or services
Ultimately, every client wants value for their money; for the products and services to meet their needs. Your business should strive constantly to provide excellent services that meet and exceed the customer’s standards. Be the best company in your field because everyone will want to be associated with a leading brand. Also, give special offers and discounts from time to time to encourage customers to purchase more.
- Be honest
Be completely honest and transparent about what the customers should expect from you. If there are any changes in your products and services (positive or negative) that affect them directly, make sure you alert the customers. Manage their expectations; do not over promise. A good business person will under promise instead, so that it looks like they have over delivered. The customer will likely be impressed and contract you for repeat business.
Sometimes mistakes in business are inevitable and so in case this happens, acknowledge the mistake rather than make excuses for it. Work towards fixing the mistake which will transform unhappy customers into loyal customers.