Improving your customer relationships is the ideal strategy for anyone who wants to expand their business while lowering costs.
Marketing experts are unanimous in saying that it is far more economical to keep loyal customers (that is, to maintain an existing customer relationship) than to work to attract new ones.
For this reason, organisations are increasingly committed to increasing facilities for consumer engagement with their brand. Today, with the help of technology and digital marketing, it is easier to maintain a customer relationship that ever before. This in turn creates the ideal environment for brands to work on optimising results.
Here are 6 ways to improve your customer relationship. Analyse each one carefully, always thinking about what you can apply based on your business niche and target audience!
1. Study customer behaviour
How do you please someone that you do not know? If not impossible, it is at the very least time consuming and difficult. Therefore, the first thing you should do to improve your business’s customer relationships is get to know them – and yourself – better. Some important areas to cover include:
- What is the average age, sex, income, and location of your customers?
- What are your customer’s expectations?
- Which problems do your customers face and what can your business do to solve them?
All successful brands that develop innovative marketing strategies work permanently in the search for this information. Knowing the profile of your target audience is a basic and indispensable part of attracting and retaining consumers. So, always focus on the client and keep in mind that you have to constantly update this information because people’s behavior changes from one moment to another.
2. Be the most customer friendly company you can be
Being a customer’s friend does not necessarily mean inviting them for a lunch. It means that your relationship with them should be as natural and spontaneous as possible, and not mechanical or forced. A simple place to start is by memorising the client’s name and consistently using it. This seemingly small detail helps you build a closer bond and sets your firm apart from others.
Obviously, every customer loves to feel special. Your company can make them feel that way. Simply develop empathy. In other words, know how to listen to consumers and understand their needs. Additionally, always make sure you strictly follow any terms that were agreed. Finally, never leave a client waiting for answers. The idea is to treat your consumers as you would like to be treated.
3. Use technological resources
When a company is evolving, it is only natural that the number of customers increases. Although obviously good for a business, this can create a situation where it is difficult to manage all the information necessary to provide a personalised service, either by telephone or any other means of communication. The most practical solution for this problem is to implement a CRM, or Customer Relationship Management system.
This tool helps you organise all the information gathered from your audience in a complete and intelligent database. It is then possible to create new ways to relate to and communicate with the client. Examples of CRM functions include sending an e-mail celebrating a birthday; sending a newsletter with the latest news; or creating buzz for a product or launch to an exclusive audience. Furthemore, a CRM system allows you to follow the performance and see the results of all these efforts.
4. Expand communication channels
Companies that have not yet modernised service channels are missing out on excellent business opportunities. Broadening your business’s communication channels so that the customer can choose how, when, and where to interact with you is a requirement for any modern firm. Where there is demand, there must be supply.
In addition to the more traditional forms of conversation, study the possibility of offering others. These may include, but are not limited to:
- online chat
- a contact form on your website
- social networks
- mobile applications
In this way, the customer will have more comfort and convenience and can make contact even from the phone or tablet. OceanConnects can help you to provide those channels. Contact us to see the best solution for you.
5. Polish and perfect your online presence
Your business needs to be is where the public is. For this reason, you need to be present on the internet. It provides an unparalleled opportunity to interact with the public, you just need to know where to look. Conduct some research into the chosen channels of your audience, as well as any platform which would be useful to showcase the particular qualities of your brand.
As an example, many people who work with objects of art and decoration are choosing to use the services of Pinterest. Fashion and beauty bloggers love Instagram. Facebook is virtually universal, the most popular. All of these features offer great possibilities. The important thing is to prioritise the quality of the output; use excellent visuals; and to always maintain excellent spelling and grammar.
6. Offer useful content to your audience
Another way to greatly improve customer relationships is through the production of content on the internet. A company that operates a blog featuring interesting articles, focused on what your audience wants to know, is well located in Google search engines, and as we all know, being found on the internet is critical to the success of a business.