Steering a small business to success is a challenging task. You quickly realize it’s a highly competitive world out there. And if you haven’t got a firm grasp of keeping customers happy, the challenge can be all the more daunting. Attracting the attention of customers is no mean feat online. Likewise retaining them once you have won their business. But there are heaps of things to try as a small business to cut through the white noise and establish your brand in the marketplace.
What you will learn in this article
- How to build your brand and customer relationships
- 6 great tips for managing customer relationships
- The importance of brand building and customer relationships
- 5 easy ways to retain customers
- How CRM can help you excel at customer relationships
How to develop your business brand
The greatest challenge for many small businesses is knowing which customer relationship-building strategies will work for them. This is important to know if you want to build a long-term business brand that’s unique and trusted. The object is to attract and retain customers by creating a brand that resonates with the market.
6 top tips for managing customer relationships
Show you care
Caring is the foundation of any relationship. And it holds for brand building as well. Showing customers some TLC will show people you are genuine and authentic. Offering help makes customers trust your brand more.
Keep your channel open and remember to listen. If you publish a website article or blog post, always reply quickly and politely to comments. Visitors love it when a website responds to them. A swift response will make them take more notice of your brand.
Cultivate your community
Nurture your audience and build them into a community of customers and prospects. You can do this to raise your brand awareness via social media platforms.
You can kick your brand building up a notch by hosting events. They are a great way to meet customers and prospects. Spending time with them at an online or offline event will pay dividends in helping build a strong brand.
Customers like to feel appreciated. A loyalty program to reward regular customers is essential in building trust.
Your communications with customers should also be consistent. Regular refresh website content and keep customers up to date on your products and services. Being consistent grows trust.
How to build your business brand
Customer relationships are critical to the sustainable long-term growth of your brand. Don’t be afraid to ask for customer feedback. Feedback will always provide valuable insights on how you can improve.
Content, such as newsletters, is an opportunity to promote your brand, product, or service to customers. However, the content must add value for the customer. They won’t be impressed by spammy puff pieces. Exception and helpful content will play infinitely better with customers. Content addressing problems or discussing a new perspective will engage your audience much more than a thinly disguised advert.
Consider live webinars where you do FAQs as means of reaching out to customers and prospects.
The importance of customer relationships
Repeat business from regular customers is essential to keep your business motoring along. But it’s all down to probabilities. You have a 60 to 70% chance of selling to an existing customer. With prospects, the odds are around 5 to 20%.
By nurturing your customer base, you can grow your small business and make it sustainable. Therefore, maintaining excellent customer relationships is an imperative business strategy for all businesses, big and small.
5 easy ways to retain customers
Here are five killer tips for keeping your customers happy and loyal.
Listen – Stop talking and listen to customers. You can improve your brand by constantly listening to what customers have to say. Reach out to customers on social media platforms like Twitter and Facebook. These networks can help you respond to customers rapidly.
Stay true – Stay authentic and work with passion. You are the greatest ambassador for your business, so sound like it. Always come across as genuine, not parroting a script. Your passion for the business will be rewarded.
Brand ambassadors – Talking of ambassadors. All successful brands have their brand champions. It may be challenging for a startup, but it will pay off down the line.
Applaud customer success – Customer success is a pivot point for any business. Helping customers to succeed will be rewarded by brand loyalty.
Stay in contact – Touch base with your customers regularly. But strike a balance that customers are happy with.
How CRM can help you excel at customer relationships
In today’s fast-paced and competitive business world, CRM is increasingly becoming a fixture. CRM, aka Customer Relationship Management, empowers small businesses to leverage customer data to make more sales and build solid and long-lasting relationships with customers.
Among the benefits are:
- More sales
- Better customer retention rates
- Improving customer relationships long term
- Reducing customer churn rates
- Greater personalization of your product or service
CRM will also help you provide better customer service across all your touchpoints. Overall, CRM can help small businesses go the proverbial extra mile for their customers. Doing so always pays off in terms of brand loyalty and more custom.
Customers have undeniably changed in recent years. Conventional thinking is outdated when customer experience has become the new king. And if you wish to court customers successfully, CRM will prove to be a giant leap forward in relations.
Customer relationships are what drives any business forward. And as you will be well aware, it’s way cheaper to retain a customer than win a new one. You are also far more likely to sell to an existing customer than a prospect.
CRM solutions are what businesses of all sizes are turning to today to nurture their customer relationships. However, CRM is far from the sole preserve of big business. Small businesses are getting in on the act as well. If you would like advice from a cloud-based CRM provider specializing in helping small businesses, feel free to contact us.