Without customers, your business would crash and burn within a matter of weeks. In fact, without them, it could be argued that you don’t even have a company. You just have an expensive hobby. They are ultimately the people who will determine whether the company sinks or swims. This is why all business decisions should be made with their best interests in mind. If you’re hoping to discover how your venture can build the strongest possible client relationships, check out the info below.
Cultivating Stronger Customer Relationships: Why Bother?
The fact that sales revenue is one of the key barometers of success should be enough motivation to invest in the customer bonds. However, you would be forgiven for thinking that quality products are enough to drive conversions. In reality, the service and general client experience are equally important. Not least because they will have a telling influence on consumer habits. Here are just five stats to prove it;
- 84% of businesses that improve their customer experience see their revenue increase.
- 96% of customers think the client experience influences their brand loyalty.
- Businesses that put clients first are, on average. 60% more profitable than those that aren’t.
- 69% of consumers stay loyal to brands that offer consistent UX online and offline.
- 86% of customers are happy to pay more for a better client experience.
The statistics are pretty clear. Cultivating stronger customer relations will boost client satisfaction levels. And it can lead to increased brand loyalty and fewer returns. Moreover, due to the power of recommendation and brand reputation, it can become one of your greatest marketing tools. The big question, however, is ‘how do I build stronger customer connections?’. The five tips below will lead you to success.
Have A Clear Brand
You may wonder what branding has to do with client care. However, customers formulate their opinions of the business within seconds of interacting with it. Therefore, a brand that resonates with them at every touchpoint will set a far better atmosphere. Taking the time to find your place in the market will help you build your target consumer profile. Before creating a brand that is aimed at your demographic.
Clear branding isn’t just about logos, shop signage, and web design. The tone of your marketing materials and customer interactions will have key roles to play too. It is likely that you will alienate some outside audiences, but those people were never likely to buy from your brand in the first place. As long as the members of your target market feel valued, this aspect will be under control.
Invest In Customer Care Tech
A growing number of customer interactions take place online. Even if your company sells items solely via a brick-and-mortar store, most clients will conduct online research. Reading positive reviews and seeing a professional brand should help. Nonetheless, most leads will actively want answers to their specific questions. Website FAQ and returns policy pages are a great starting point, but you can do more.
Investing in live chat for your website is a particularly wise move. It allows customers to seek quick answers in a convenient way before they have a chance to take their custom elsewhere. A strong telephone customer support team is also key, especially as new companies can use call redirecting for a cheaper solution. When supported by stock management and order fulfillment automation, you won’t go far wrong.
Invest In Your Employees
As a business owner, you are committed to providing a great customer experience. In reality, though you will personally be responsible for a very small percentage of interactions. The vast majority are going to be handled by employees. If you learn to look after the staff members, they will return the favor by taking care of clients. Aside from a better client experience, it will put your mind at ease as a business owner.
Investing in your employees doesn’t only transcend to improved client experiences. Other benefits include boosted productivity, reduced time-wasting, and fewer daily obstacles. Still, the ability to ensure that your business is represented in the best and most consistent way can yield greater conversions. Sales scripts, staff uniforms, and mobile POS terminals are just some of the items that can help employees do more.
Most businesses run promotions and special deals to attract new customers. While this is a great way to increase your client base, you must not ignore the need to focus on retention rates too. Studies show that it is significantly easier to turn a one-time client into a regular customer than win new leads. Sadly, if existing customers feel that you value new clients more, they may take their custom to a competitor.
There are many ways to reward customer loyalty. Direct loyalty schemes are obviously a good option while special timed promos can bring a short-term sales boost. You may also want to run special edition products or VIP experiences for loyal customers. In addition to strengthening the bond enjoyed with the biggest clients, it may inspire others to become more connected to the brand. Because they will want some of those benefits.
Ask For Customer Feedback
As a responsive and receptive business that is attuned to client habits, you should have a good shot at building the best brand. After all, there are plenty of analytical tools that can be used to gain insights into how people interact with your site and social media channels. The modern tech features are great, but they should not be used to ignore the need for customer feedback. Let them tell you what they want!
For starters, simply knowing that their views are heard and valued can alter their mindsets. Moreover, when you make changes based upon what clients tell you, it should actively lead to greater efficiency in all aspects. You will gain more sales and should see a significant increase in average transaction costs. While this isn’t the only key ingredient in the recipe for sustained success, there is no doubt that your future will look brighter than ever.