Muhammad Ghaznavi (June 24, 2014)
Every business needs to focus on making strategies and plans for “client” relationship management, along each step and touch point. Keep all your employees involved in the clients account and efforts on building the relationship to ensure customer loyalty in the future.
This might be hard to consume initially but it has the potential to be beneficial for your business in the long run. Efforts on building, customer relations will allow you to interact with your clients on a more personal level, thus helping you better understand your customer’s psychology.
Nonetheless, the following tips will ensure a smooth ride for your business and a satisfying user experience for your clients.
Although of immense importance, surveys and research findings should not be the only sources of gathering and decoding feedback. Pretty much impossible in the past, keeping an eye on ‘word of mouth’ has now been made possible, thanks to the tech revolution.
Get in touch with what your “customers” have to say about the business; Read reviews, forums and social media comments from your customers, and build your strategies based around them.
Invest your time and resources in asking your customers about what they think about a particular service and whether they are satisfied or not. Show them you care and want to improve your service and customer experience based on their feedback. When you make that change or fix the problem, keep your customers in the loop and let them know their opinions are valuable.
Honesty is the best policy! Over promising and under delivering can have a serious impact on the reputation of your business. Promise only what you can deliver and provide your customer. Don’t create a hype about your service or product and disappoint your customers by not following through. Keep things realistic!
Failing to meet expectations, which you had created for whatever reason, will remove the element of trust between you and your clients.
Your customer should be able to rely on you. They should know you will go out of the way to cater to their needs. Treat every customer like a premium customer. Leave no room for error, erasing every possibility of getting replaced by a competitor.
Last but not the least, take some time out and thank your customers for doing business with you. Put in the extra effort and make them feel valued. Remember: Doing business with you is not an obligation for them; hence, thanking them for picking you over all your competitors is a must. Design new ways of thanking the customer, for example, introducing special reward cards that offer special deals and discounts, reflecting effort from the company’s side.
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