6 Ways to develop a Strong Relationship with your Customers
Customers are the lifeblood of any business. They’re your first line of customer service and your most loyal brand advocates if you’re savvy about it. To build a thriving business, you must stay in constant touch with your customers. However, keeping tabs on your customers doesn’t come easily for many businesses. Fortunately, it doesn’t have to be difficult, either. With a few more than-usual customer-friendly strategies and tactics, you can develop a strong relationship with your customers that keeps them coming back for more. Customer engagement requires a series of strategic, proactive initiatives that aim to provide better service and value to your customers. Here are some tips to get you started on developing a strong relationship with your customers:
Meet your customers where they are
You’d be amazed at how many of your customers are on social media, e-commerce platforms, and other channels you’re not following. Please don’t assume you know everything about your customers; follow them and learn more about them. While social media and e-commerce platforms can provide valuable information about your customers, it’s important not to rely exclusively on these sources.
For example, don’t only follow your customers on Facebook; follow them on Twitter and Instagram, too. This will help you expand your view of your customers, and you may discover new insights about them. Additionally, reach out to your customers via email and other channels on social media. Get to know them better, and you’ll be in a better position to meet their needs and incorporate their feedback into future product and marketing initiatives.
Stay on top of customer relationship trends
You don’t have to be right; you must be right more often than your competitors. Keep an eye on the latest customer trends, and you can anticipate what your customers might want in the future. This is called anticipating customer relationship needs. For example, if the customer experience is at the forefront of everyone’s minds, you can incorporate these trends into your product or marketing initiatives.
Additionally, you can use the latest customer trends to create customer-first brand culture. By creating a culture where your employees, partners, and other stakeholders are encouraged to think like customers, you can stay on top of the latest customer trends, anticipate what customers might want in the future, and enhance your brand experience.
Be flexible and responsive
If customers have a question or a request, you want to be the one that helps them. However, don’t over-communicate with your customers; be flexible and responsive. When a customer has a request, be ready and willing to meet their needs. However, don’t make every customer into your CEO; there are specific customer requests that you can’t meet.
If your business is focused on providing value to your customers, you shouldn’t be surprised when customers order specific things. If you encounter a customer’s request, make sure it has a positive, impactful impact on your customers which boosts a cordial customer relationship for the business. If not, explain to the customer why their request is out of your scope of responsibility.
Build customer relationship by Surprising and delighting them
Make your customers feel like VIPs. When you do something for your customers that they don’t expect, you’ll delight them. For example, surprise customers with a new product or service if your customers have been asking for it. Customers are more likely to buy from you when they feel delighted. Suppose you have a customer service-centric business; surprise and delight your customers.
For example, if a customer calls your support team and gets a real person, thank them and ask them to put the caller on hold. While they’re waiting, get on Google Meet or Zoom and make a video call with them to show your appreciation.
Provide lasting value to your customers
You have to provide your customers with value. You can’t expect your customers to buy from you repeatedly if you don’t provide lasting value. For example, if your business is focused on customer support, be ready to answer your customers’ questions frequently. If you’re focused on providing lasting value, you’ll be better positioned to keep your customers happy. Additionally, you’ll be in a better position to make more sales, as customers will likely buy from you if they feel like they’re getting value out of the deal.
Don’t lose touch with your past customers
Your customers are the ones sending you new business. Therefore, you want to keep in touch with your past customers. Reach out to them via social media, email, and other channels. Get to know them better, and you’ll be in a better position to meet their needs and incorporate their feedback into future product and marketing initiatives. If you have an email list, make it a point to engage with the customers on your list. You can do this through blog posts, videos, live Q&A sessions, and more. Make your customers feel appreciated and keep them coming back for more.
As you can see, developing a solid relationship with your customers is possible. Following these tips and strategies, you’ll be better positioned to keep your customers happy, make more sales, and build your business. While it’s essential to have an employee-first culture, they must also be customer-first. It’s not easy to switch from serving customers to servicing employees. Sure, it’s vital to hire employees who fit the brand, align with your company culture, and inspire your team, but it’s also important to hire employees who will help you create and deliver the best customer relationship experience for your customers.