Building a strong relationship with your customers is the best way to cultivate a successful business. In today’s interconnected society, the world's perspective of your business is molded by consumers. How your customers interact with your brand can make or break your business.
People rely heavily on the feedback of others when deciding whether they want to patronize a new business or not. Which is precisely why all businesses should be consumer focused in every aspect of their business. By making the effort to delight your customers and create a memorable experience, you are positioning your business for long term growth potential. Here are ways you can help make customers fall in love with your business. This week we will present 10, and next week we'll offer 10 more.
1. Help customers learn something new
Smart entrepreneurs know that offering educational material about their product or related topics is a great method for building relationships with customers. By becoming a trusted source of information you increase the value of your business, and become an asset for consumers.
For example, let’s say you own a wine distillery and want to build better rapport with customers. You could offer regular events where you bring in an expert who’s able to educate consumers about the differences between wines, and how to make the best selection based on their preferences. In doing so, you not only offer wine, but information they can carry with them for a lifetime.
Even if you run an online business you can use blog posts, webinars, whitepapers and free content to help people educate themselves while engaging with your business. When you add genuine value to your customers lives, you gain and maintain relationships with your customers.
2. Offer ongoing support and specials
One of the number one reasons customers abandon a company is because of dissatisfaction with support and customer service. In fact, as many as 89% of consumers have stated they began doing business with a competitor following a poor customer experience. Consumer expectations for service are higher than ever, and if your business does not meet these expectations they will not hesitate to find a competitor who will.
Businesses should also utilize the power of specials and create engaging promotions centered around discounts giveaways, sweepstakes, and contest. People love to feel like they are getting a good deal and they will remember who made them feel this way.
There is no reason to drop the ball on customer service, especially if they are chatting with you live or over the phone. It is in your business’ best interest to go above and beyond your customers expectations for support and specials.
3. Wow one customer
Walt Disney once said “Do what you do so well that they will want to see it again and bring their friends.” Forget giving customers the same cookie cutter service, and offer one or several customers an unforgettable experience. Give a customer service experience so delightfully over the top that your customer will have a great story to tell. If done correctly that customer will want to tell family, friends, and social media acquaintances who will be retelling the story for days and weeks to come.
4. Be an industry leader
You should always be in the forefront of news, trends, and events within your industry. If customers see that you are a guiding presence in the market they will be inclined to stick with your brand. Being able to effectively lead and be an authority in your industry will build your customer's confidence in your business. Especially if your industry recognized you as one of the best.
5. Refer Customers
B2B businesses should always make an effort to send business to their customers. They will be thankful for the business and gravitate toward your company even more. Look for opportunities to refer them to other clients or link them into your network.
6. Be transparent
In the age of information, transparency is a must. Being transparent is one of the best ways to build trust with your clients. When you are transparent with your customers they are willing to be transparent with you, and will be more willing to participate in surveys and promotions.
There are many ways that a business can become more transparent with their customers. Offering order tracking, in depth information about product sourcing, and being open to feedback are a few methods that boost transparency. You do not want your customers to get the feeling that you are hiding something from them.
Being more open with information and engaging directly with customers will naturally make business transactions more conversational and facilitate a better shopping experience.
7. Reply to emails swiftly
For a customer, there is nothing worse than reaching out to a business only to be ignored. Unfortunately, this is the experience that many customers have when sending emails to businesses. Replying to emails swiftly shows the customer that they are a priority and that your business cares about their dilemma.
When customers know that you will respond quickly to their issues they are much more likely to stick with your business even if you make a mistake. Customers respect companies who can own their mistakes and care enough to communicate how they will fix them in a timely manner.
8. Unique/ special thank you- kindness and gratitude will take you far
Up to 60% of consumers are willing to pay more for a better customer experience, and closing the transaction with a simple thank you makes a difference. With customers, it's all about how you make them feel, and the last thing you want is for them to feel unappreciated. So, remember to give a personalized thank you to show that you appreciate them on an individual level.
9. Write A Note
Adding a personal touch is a small way of showing gratitude to your customers that can really make your business stand out. In today’s highly digital world, receiving a handwritten note is such an old school sentiment that it becomes a novelty. Your note should be specific and personal. The extra time and effort you put in will make your customer’s day and maximize the impact of your promotion.
10. Spend Quality Time Together
Sometimes all you need to delight your customer is a little quality time. When influential people at a company meet with customers it attaches a face to the brand and the business instantly becomes more relatable. Go out of your way to meet people on the front lines and discover how your product impacts their daily lives. This could be a great opportunity for your business to learn about customer pain points and can help you improve your product or service.
Check back here next week for 10 more ways you can delight your customers!
Dominique Robinson is a Marketing Specialist at SkuVault, a warehouse management systems software company. Dominique's passion for helping people discover better ways to improve their business manifest in his coverage of management operations. His ability to relay the most up to date coverage of news and trends in the industry has helped provide readers with a targeted platform to meet their needs.
Zoey is a powerful eCommerce solution for B2B and wholesale businesses. It also leverages B2C-type capabilities to empower merchants to let their customers self-serve common needs like reordering, order status and account maintenance. Zoey has many enterprise-grade B2B and wholesale capabilities built into its platform for easy establishment and growth of a B2B business.