Last updated on February 26, 2020
“The key is when a customer walks away, thinking ‘Wow, I love doing business with them, and I want to tell others about the experience.’”
―Shep Hyken, Customer Service & Experience Expert, Hyken
Valentine’s Day is a time where almost everyone across the globe rekindles the true value of love, not only with their special someone but also with their family and friends. With Valentine’s Day just around the corner, it is high time for everyone to start thinking about giving something special to their loved ones to maintain a strong lasting relationship. This day can be very busy for all people both young and young at heart. The same holds true to all entrepreneurs striving to achieve and maintain a stronger relationship with their customers. Who says Valentine’s Day is only for people who are in love?
Like keeping a healthy relationship, it is essential for entrepreneurs to have a strong and lasting customer bond. Doing so can give a huge positive impact on the business’s image in the long run. However, some entrepreneurs are still struggling to think of ways on how to create and maintain strong customer relations.
It is indeed true that gaining customers and building loyalty doesn’t happen overnight. In order to achieve this, it requires a significant amount of time and effort. It essential for businesses to know that the best way to have a great customer relationship is through their own experience with their business’s services. Businesses should not only stick with providing an ever-satisfying service but they also need to go beyond their boundaries and think of ways to exceed their customer’s expectations, generating an even greater rapport with their customers. Thankfully, there are surefire ways to provide better services that eventually create an even more intimate relationship with customers.
That being said, here are ways to build a strong customer relationship.
1. BE PERSONAL WITH DIRECT CONNECTION
In all aspects, communication is the leading key in order to achieve a better customer relationship. It is important to take note that promoting the brand whilst listening to customers should be in one context.
Also, bear in mind that customer communication is not just all about peppering customers with brochures to sell the brand. Communication can be a powerful tool to establish a conversation with customers. This enables businesses to find out the needs of their customers as well as provide the solution to whatever problem they may encounter. In addition, having a team that can effectively communicate with customers is a plus point. Rather than waiting for the customers to approach the team regarding any issue, why not do timely follow-up calls to get an update about customers’ needs and inquiries.
Making this a habit will not only give high-standard service to the customers but also enables the business to gain customer trust and loyalty.
2. KNOW THE VALUE OF CUSTOMERS’ TIME
This is rather simple. When a customer calls for inquiries, it is the personnel on duty’s job to adapt to the customer’s time. When they’re in a hurry and need a quick solution, it is important to provide a quick yet thorough and easy-to-comprehend answer on the particular call. But if a customer calls and wants to have a conversation with the personnel-in-charge, it essential to keep the conversation going, ensuring that the customer does not feel that they are being rushed. Always adapt to and value the customer’s time, as this can easily drive their brand loyalty up.
3. LET GO OF THE BOUNDARIES, EXCEED CUSTOMER EXPECTATIONS
Providing excellent products and services is not enough to build a strong customer relationship. Businesses should always be ready to think outside the box and provide the highest quality products and services to exceed customer’s expectations.
This doesn’t mean that business owners should always add something to their products and services. They can likewise do this by providing faster and more efficient services. Delivering a product faster than the customer has anticipated will more likely impress them. One ideal way to make this possible is by keeping the customer up to date with their order or purchase by providing them updates as often as possible. Not only will this make them feel special, but it will also re-ensure them that your business is trustworthy and that their order is safe.
4. ASK FOR AND ACCEPT FEEDBACK
One negative comment can reshape the brand’s whole image and credibility. Businesses should always ask for feedback from their customers regarding their overall experience and product or service they received. This is a good way for businesses to understand where they went wrong and what they did well.
Everyone has different opinions and outlooks, and some may not always be correct. But listening to a customer’s feedback whether it is a compliment or a complaint is one great way to show that the business is open to learning and accepting of suggestions.
Asking and accepting feedback is also a good way to show that the business is constantly listening to its customers and therefore are armed and ready to provide better services and faster solutions to their customers’ problems. It also helps businesses to understand the needs of each and every one of their customers. Meeting customers’ needs is one essential factor for businesses to thrive.
5. APPRECIATE EVERY CUSTOMER
Aside from asking for feedback, it is important to show appreciation to every customer that availed the business’s products.
There are many ways that businesses can do to show customer appreciation. It can be in the form of discounts, reward cards, and freebies. To be more personal, businesses can likewise send a follow-up “thank you” note to show that the business appreciated them using their products and services.
These rewards don’t need to be fancy. The main point is to thank the customers and display your gratitude towards them. This will eventually drive customers to trust the business and result in repeat purchases.
With all the above-mentioned ways on how to build a stronger customer relationship, it all comes down to one thing, communication. Just like any other relationship, communication is the bridge for better understanding. Businesses will never be able to connect with their customer’s hearts without the proper use of communication.
From everyone here at New Media Services, we wish you all a Happy Valentines Day! We hope your day is filled with love and support from all those around you.