As an entrepreneur, your goal must be to keep a relationship with your customers healthy. It is undeniably the most important part of the process. If you want your business to flourish and your ideas to take hold in the public consciousness, you need to make sure you take care of your customers, because the success of your business is directly proportional to the success of that relationship.
Here are some vital tips on how you can achieve that goal:
- Personal Assistance:
Not all of your customers know what your business is about, what the products are, or how it has been going on. Sometimes they may have chosen your business purely out of curiosity or someone’s recommendation. These are the people you should consider giving personal assistance. They may be juggling different companies to get what suits them best. Here is a chance to stand out by working towards building an excellent customer relationship. It can be maintained through human interaction, calls, emails or even social media platforms. As long as you can maintain the connection with your customer by responding well and in a timely manner, and providing the required assistance, you can be assured of their loyalty. The goal is to make them feel valued and attended to.
- Self- Service:
It is not possible to be always in direct contact with your customers, but that doesn’t mean your customer service should lag. That is why Self-Service exists. You have to make sure the service is adequate and of good quality. For example, take the FAQ section that is often found on company websites, with answers to the most asked questions. If your answers do not adequately respond to their queries, then this leads to confusion and loss of engagement quality. Automated self-service is a sophisticated type of customer-service, where the information is dynamically related to orders and transactions are provided. Here you as an entrepreneur should keep in mind how the software interacts and deals with the customer’s needs. A good quality self-service is fruitful and easier to maintain if one considers all the necessary scenarios before-hand.
- Long-Term Relationship:
This may sound romantic but no- it’s about professionally maintaining a long-term relationship with your customers. As you get into the business for the long run, you begin to recognize and feel your customer’s vibes. For example, if a customer consistently buys your products, and follows you diligently on social media, then you know they are to be targeted for a long-term relationship. You need to keep them in your notes, keep their information updated, and keep a check on them. You can occasionally probe questions like, “Hey, are you satisfied with our product? Is there anything we can work on?” Keep following them up and remain actively responsive. Try to keep an inquiry on them regularly. Make sure you have them on the top of your customer priority list and maybe even extend your assistance relationship.
- Community Relationship:
This is mainly for initial and startup entrepreneurs. Starting from a small group of known community people, you can organically grow your enterprise. It would be good to start with a private community of selected customers and keep them constantly involved. This involvement can include periodic asking for feedback and suggestions. A case in point is the pharmaceutical company called GlaxoSmithKline. Upon introducing a new weight loss product, they set up a user community online. Then they maintained a constant followup on their customers asking for their feedback and suggestions. It helped them better understand their customers’ needs and requirements which led to informed modifications of the product. This ultimately resulted in a better version of the product, which in turn led to success and a marked increase in customer base. Therefore the power of a close-knit community while introducing a new product cannot be overstated.
An act of going beyond the traditional! Sometimes a customer relationship demands something extra. Look at Amazon.com. You may see their business grow and think it’s money that’s doing the trick, but that would be wrong. They have this customer engagement strategy of feedback, reviews, and creation of value for the other customers. Especially for the book products, the feedback and reviews for the books posted by buyers grab the attention of more prospective buyers. It evokes a sense of reliability and trust among the people. People have the nature to choose what others prefer or what is popular, and Amazon makes full use of this human tendency. This compels them to buy more from the website. Therefore co-creation can have a compounding effect on your overall customer relationship.