Robust customer relationships lie at the heart of business success. Whether you are a small business with 200 employees or a multinational with 20,000, the same holds for each. What might have worked for you in the past will not necessarily achieve the same result today. Here are 6 tips to take your customer relationship to the next level.
What you will learn in this article
- Why customer relationships are so critical to success
- What today’s customers really want
- 6 customer relationship tips to help you obtain ninja status
- Why these are winning tips
- Getting started with CRM
Why customer relationships are the new mantra
Successfully cultivating customer relationships is the only way to ensure your business is sustainable these days. It would be near impossible to build your business otherwise. Perhaps in the past you were able to entice new customers with discounts. But in today’s cut-throat competitive business world, you will be aware discounts alone are not the answer. Therefore, you and your team’s top priority should continuously be strengthening customer relationships.
What today’s customer really, really wants
Today’s customer is more clued up than ever before. They know what they want. And will walk away without a backward glance if they don’t get it. To respond to this new generation, you should make friends with your customers. You don’t necessarily need to invite them out to lunch. However, you should always treat customers as individuals. Do it right, and you will gain a competitive edge. And, if you are lucky, create an army of brand cheerleaders.
So how do you win hearts, minds, and purse-strings?
6 top customer relationship tips to secure ninja status
Apply an individual approach
Research shows that around 80% of customers spend more when they receive personalized service. Customer experience is now front and center for customers. While each customer is different, they often share the same interests and values. You can apply this data to create personas and integrate them into your CRM system.
To please every customer, you need to understand your target audience thoroughly. Remember to regard each customer as an individual, not a persona or spreadsheet entry. The upshot of all this is that mass marketing is pretty much extinct these days. Personalizing your service will help you win. So try these easy-win tactics for starters:
- Address customers by name
- Create friendly, relaxed dialog
- Include a thank-you card or personalized email with each order
- Please keep track of each order and analyze them to help create personalized offers
This is an old one but still relevant today. You can earn kudos by exceeding expectations. You and your company will come off as reliable, and customers will place their faith in you again and again.
When agreeing to deadlines, always allow yourself some wiggle room. It’s better to be realistic than overpromise and not deliver. By doing so, you are guaranteeing yourself success. Customers will be delighted when you deliver on time or ahead of the deadline. This helps reinforce their belief that they are dealing with a good company that provides excellent customer service.
Stay in contact
When business is booming, it’s all too easy to overlook customer relations when you have a heavy workload of other tasks. You will need to delegate tasks or hire a staff member to interact with customers daily instead.
Great customer service does not begin or end when someone becomes a paying customer. They have varying needs, so first interactions are critical. Plan marketing campaigns well, and bear in mind that the first interaction will most likely be social media or email.
Here are some great ways to stay ahead of the game.
- Social media: Strive to be as efficient as possible with your social media presence. Count on this involving the production of valuable and relevant content daily. Plan a month in advance.
- Email marketing: The simplest method to organize email marketing is via a CRM system. Integrate all your email accounts and combine added-value content with personalized offers. But don’t overdo the follow-ups, or you risk being treated as spam.
Train staff well. They are the public face of your business, and first impressions matter. Therefore, staff should always be friendly and attempt to build rapport with customers. The golden rule is always to give staff a proper definition of what you consider good customer service. Then, show employees how you handle customers and set the bar high so they know what to aim for.
Customers deserve the level of service they expect elsewhere and want issues resolved promptly. Keep staff up to speed on new products and services by organizing monthly meetings. Evaluate and give feedback as over 66% of customers believe a company should regard a customer’s time as valuable.
Customer feedback, both negative and positive, is valuable. You can use feedback to address any shortcomings in your business processes. Always respond to feedback swiftly, as you can often turn a negative experience into a positive one.
Every customer wants to feel appreciated. So loyalty programs are one great way to help retain existing customers. Customer retention is vital because winning new customers costs five times more than retaining an existing client. Plus, regular customers will spend almost 70% more than new customers.
Getting started with CRM
These days customers simply have a lot more choices. And if they’re not happy, they will rapidly move in the direction of away. So the only way to retain customers today is by killer customer relationships. And the best way to do this is via CRM. So try out our free trial. You will learn more by getting some hands-on experience.
Modern markets and customers have dramatically changed in recent years. It used to be that having a knockout product was enough to succeed. But how times have altered. Now to achieve the same level of success requires a lot more time, energy, and brains. The ninja way of any successful business in 2021 and beyond is customer relationships.