While every business wants to acquire new customers, many forget about the importance of retaining their existing good customer relationships. This is a huge mistake.
Repeat customers are likely to be more valuable for your business.
If you wish to retain your customers, having quality products is not enough.
Good customer relationships are built on the premise of you satisfying the needs of your customers and solving their problems.
How can your brand understand and interpret your customers’ needs and respond appropriately to build good relationships? Let’s find out.
1. Know Your Customers First, it’s important to understand the consumers who visit your website.
Dig into your Google Analytics and start to gather data based on your visitors’ purchases and behaviors. You can also track their journey on your website.
Once you get to know your customers and their habits, it will be easier to personalize their experience.
According to Segment, 44% of buyers are likely to make a repeat purchase with a company that offers a personalized experience.
To start, you can recommend specific goods and services based on their likes to increase your conversion rate. This can do wonders for your customer retention efforts.
2. Understand the Pain Points of Your Customers
Successful businesses know the value of providing good customer service.
Are you learning the pain points of your customers and resolving them as quickly as possible?
Good customer relationships are based on having open communication with your customers. Use a variety of channels like emails and live chat to reach out.
Your priority should be to address all of their concerns. Have they reached out to ask a question or report an issue? Respond to their requests quickly to build trust.
3. Educate Them When & Where Needed
In today’s competitive landscape, it’s increasingly hard, but important, to stand out and create a niche for yourself. How can you do that? By providing your customers with engaging content that is not only entertaining but educational.
Customers always want to know more about the products and services they’re thinking about buying. If you create educational and informative content, it can help drive them further down your sales funnel.
The information should always be clear and readily available.
4. Exceed Their Expectations
Keeping your customers satisfied isn’t enough. Take it a step further and do your best to exceed their expectations. Going above and beyond will always help build a loyal relationship.
Every point of contact with your customer is an opportunity to make a positive impression.
Make sure you deliver quality experiences, even if it takes you a few minutes longer to do so. Always go that extra mile. Your customers will remember you for it.
5. Ask for Feedback & Improve
There’s always room for improvement.
Even though customers will always have a way of getting in touch to voice their opinion whether it’s through social media, email, or another form of communication, it always pays to actively seek feedback.
Reach out to your customers and ask! Their personal anecdotes not only make great content, it can help you improve your business.
6. Make Amends Quickly
In the age of super connectivity, it’s important to learn how to put out a fire in a moment’s notice. There will always be unsatisfied customers.
No matter how hard you work, there are things that can go wrong. The solution is to get on top of the issue as quickly as possible.
Most businesses can’t afford an escalation. Make amends in order to turn an upset customer into a happy one, and eventually, a loyal one.
7. Reward Your Customers
Do you have loyal customers? Reward them for their loyalty! Rewards are a great way to strengthen relationships.
There are several ways you can reward your customers:
- Offer discounts
- Give away free items with multiple purchases
- Create a loyalty rewards program with exclusive benefits
A well known example of this is Amazon’s Amazon Prime experience. Who doesn’t love discounted delivery charges (and a slew of other benefits).
8. Build Customer Relationships Online
Stay in touch with your past, present, and potential clients with the help of social media. Try posting and sharing different types of content in order to see what resonates.
You can also:
- Promote your products
- Thank your customers
- Share competitive campaigns
Having a strong online presence also helps you protect and defend your brand.
It pays to have a fun-filled, quirky personality online. Be sure to create buzz and help your customers relate to your brand.
Over to You
To develop and build good customer relationships, you need to know them well.
Understand their expectations and their pain points, educate and entertain them, and act on the feedback quickly.
How do you manage good customer relationships? Let us know in the comments below!
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Brandon Brown is the CEO of Grin, an influencer marketing software solution for brands. Grin's software helps customers identify, recruit & activate the world’s most engaging influencers. Prior to Grin, he was led marketing for the #1 energy drink market in the world, Los Angeles & Orange County, at Red Bull North America.