7 Ways to Build a Strong & Lasting Relationship with Your Customers
written by Barbora Piatrova on May 4, 2016
In the age of automation and innovation, nurturing relationships with your customers and partners will help you grow a successful business. When you want to establish a loyal relationship, you must understand how relationships actually work and how to build them. Every recipe or formula is different, but let’s have a look at a few tips that can help you further grow your relationships with customers and partners.
Walt Disney said it best; “Do what you do so well that they will want to see it again and bring their friends.”
The Power of Internet & Social Media
Nowadays, the internet and social media are essential driving forces for your business. People share and exchange their personal opinions and emotions on public channels all the time. That could affect your business in a positive, but also in a negative way, as well. Therefore, you must focus on creating an excellent experience for your customers, so they will fall in love with your company. Remember, the voice of the customer is louder than customer’s thoughts – positive word of mouth is irreplaceable.
McKinsey found that an unhappy customer tells between 9-15 people about their experience. In fact, 13% of unhappy customers tell over 20 people about their experience. Ouch!
We share our feedback and experiences when it comes to restaurants, hotels, automobiles, software – it’s how we help each other out in making the right choice, for that “next time”. We put together 7 helpful hints to enhance your customer-focused culture:
1. Treat every client equally
We at Resco believe that customer satisfaction significantly influences our future steps. Happy clients always spread their positive experience everywhere around them, and that’s what eventually brings more clients of the same expectations to us. Many companies nowadays, use word of mouth as an inexpensive form of advertising to get their name and product known.
Talk to your customers, get to know them, show them you care about their needs, and avoid treating them like a faceless buyer of your products. Interaction with our customers and partners on social media is a good example of how we try to effectively communicate with our fellows in an always-friendly manner, and show our support to them.
2. Respect your customer needs
Customers can run into rude & unprofessional customer service in any area of business. That just makes them all the more aggravated considering they’re coming to you for help. Be positive, and do your best to never let this happen within your company. Even just one bad feedback can bring you down. It can be forgiven, but never forgotten. Always be respectful to your customers’ needs and their feelings. At Resco, we are happy to help our clients and our partners to solve their issues at all times. People simply want to know, you’ll just be HERE for them, to help them when they need it.
3. Listen actively to what customers are saying
Genuinely, it’s very important to take into account a customer’s opinions and suggestions. It propels your business roadmaps forward in terms of planning, along with your success. Well, we at Resco, want to hear from our customers and partners and make sure that they too are happy. Note that customers are your lifeblood & customer feedback is the lifeblood for your product – if you use it wisely, your products grows. Primarily, we try to turn constructive feedback into something real, meaningful, and productive.
Here are 6 common ways, we use to get consistent feedback:
- Communities and Groups
- Customer Service
- Email and Web Forms
- Focus Groups
- Social Media
4. Make (& keep) your customers happy
You shouldn’t take your customers for granted. In a survey of nearly 200 senior marketing managers, 71% responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. The figures speak volumes for themselves. A person you can count on to buy from you again is more valuable than one who disappears after the first closed deal. For instance, at Resco we offer something special for our vendors – a maintenance program. It keeps them up-to-date and guarantees them long-term support without the need to buy a new version of the CRM application. Just a few of the other examples of the benefits we offer: free eBooks, webinar recordings or even our own ‘resco.next’ conference.
5. Transparency is clear-Build trust
According to a Concerto Marketing Group and Research Now Survey, when customers trust a brand, 83% will recommend a trusted company to others and 82% will continue to use that brand frequently. Through wide and open transparency, you are able to build trust with your prospects and keep customers informed about positive or negative changes in your company. Don’t try to hide errors or mistakes. The best policy (that we try to stick with) is, to just be honest. Speaking about positive changes, just recently, Resco acquired CWR mobile CRM activities and we immediately came on board with this big step for Resco.
6. Follow up On-Promises
They will always know what to expect when you stay consistent in your messages. You should be strict on your deadlines and promises. Our clients expect our Newsletter every Wednesday and we never missed that! 🙂 If there’s something in the Roadmap that won’t make it in time, that also should be announced and for whatever reasons. Make sure to deliver on your promises and if you can’t be prepared to explain.
7. The customer is always right
The customer service policy is a long chain reaction that starts the very moment a prospective client comes in a contact with you. Show your clients they have the right to ask and be informed, and assisted whenever needed. How to do that?
- build customer loyalty programs
- use friendly language when interacting with customers
- never let them forget you
- deal with unsatisfied customers immediately
Customers have the power to bring you more business and this is exactly what you are looking for. Treat your customers like your close friends, treat them the way YOU want to be treated. Building trust with your friend is a long process, but well worth it in the end.
We hope this helped you look at things from our perspective and understand what we hold to be true and viable in maintaining a long-standing working relationship with our customers and partners.
Looking for more ideas on how to boost your customer relationships and strategy? Drop us a line at firstname.lastname@example.org or leave us a comment bellow.
Written by Lucy & Barbora.