Aymen Mazhar (January 28, 2016)
The secret to sustainability, growth and success for a business lies in its relationship with customers. Clients are the most valuable asset of a company and several studies have shown that it costs much more to acquire a new customer than to retain an existing one. Therefore, focusing on building stronger relationships with your customers is vital. Prioritize your relationship with customers above other things and work hard not only to achieve customer satisfaction, but aim for long term customer loyalty. Here are some tips that will help:
Proper communication is key to all healthy relationships, be it friends, family or your customers. Staying in touch and maintaining strong contact with them is as important as delivering quality for their money through your products and service. Customers need to know that they mean something to your business, which is inherently, done through pre and post-sale communication. Make sure your staff undergoes extensive Customer Service Trainings which enables them to communicate effectively. Send your customers follow up emails from time to time, ask them for feedback once they’ve made a purchase, email them about your upcoming products or sales, or simply be responsive to their queries and concerns. Listening and paying attention is a primary aspect of effective communication. Many businesses overlook the significance of keeping in contact once a sale is made. In order to ensure your customers keep coming back, stay in touch and communicate constantly.
Relationships that aren’t anchored in trust aren’t meant to survive. A strong, mutually beneficial bond between customers and a business requires trust. In order to prosper and retain loyal customers, getting them to trust you is vital. A customer who is even slightly skeptical of your products or services will eventually turn to a competitor, which will impact your sales and jeopardize your reputation as a credible business. The question remains; how to get customers to trust you? Be honest and open with your customers and never misrepresent your products or services to them. Once customers buy from you, they must be satisfied with what they receive in terms of quality, durability etc. and they should be informed beforehand of any inconvenience that they might have to face. When your customers begin to trust you, it not only safeguards your relationship with them, they become loyal brand advocates and promote your brand to family and friends, which will help your business prosper.
Any goal oriented, thriving business knows the significance of commitment. Needless to say, this is a mandatory aspect on which a long lasting relationship flourishes. It provides the essential trust and security that the customer needs in order to rely on your business. Showing customers your devotion is important to earn it back and keep the relationship between the business and its customers afloat. Keeping your promises and giving priority to the wishes of your customers above all else is a prerequisite for a long-term commitment, which is the way to go for all businesses in order to retain loyal customers and drive sales. Always give an accurate presentation of your products and be consistent in your customer service. Customers should feel secure about the way they’re being treated, in order to be convinced of your commitment towards them. Be honest in all your transactions and provide them with correct information regarding any extra charges they might have to pay and an accurate delivery date for products in advance. Any unpleasant surprises might jeopardize your relationship with them.
Listening to customer feedback is fundamental for building long-lasting relationships without which confidence and trust cannot be achieved. Businesses should be open to suggestions and criticism though customer feedback and not only take it positively in all aspects, but also implement the changes within the system that are deemed better by customers. Businesses need to know for a fact that customers are impartial analysts and in order to maintain a sound relationship with them, showing them that their suggestions matter by implementing them is important. Without the presence of suggestions for improvement, this customer-business relationship cannot function or flourish.
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