As your business grows, it will become more and more important to maintain good relationships with your customer base. As a small business, keeping track of customers’ needs is comparatively easy but for larger businesses it is all too easy to become a faceless corporation.
Ask Your Customers What They Want — Then Listen
All customers have certain expectations and your business should be designed to meet those expectations. If you find that you are going off track and you’re not sure how to get back, asking your customers is the best way to find out what they want. A great way to do this is through a community or forum where customers can share ideas with each other too.
But the key part is listening and acting on their responses.
If there is one thing you can do that will make your customers happy, it is simply listening to them and then making a change. Not every customer will give you a good idea — and you shouldn’t let customers cloud your vision —- but quite a lot of them will tell you how to resolve a problem.
All companies will have moments where they wish they could have done better, but if you are seen to be making improvements or helping customers out, it will do wonders for your brand image.
Invest in the Best Software to Analyse Your Results
To make the most of your conversations with customers — especially if you are running a call centre — you really should invest in some analytics software like Evaluate Quality. This will help you to set procedures in motion to deal with similar problems consistently but it will also give you the opportunity to see where you can improve your relations.
By giving your team the best software, they can really start to make a difference to the way you deal with customers, improving retention and providing a high quality service.
Be Active on Social Media and Interact Naturally
Social media is both brilliant for companies and a potential minefield. You really do need to watch out for how your social interactions come across and be certain that when you post, you are looking out for the best interests of your audience. Basically, don’t say or do anything offensive!
That being said, there are all sorts of creative ways that you can draw your customer’s attention on social media. For example, you could use light-hearted GIFs, make self-deprecating jokes or even tease rival companies. Social media is a great way for brands to make themselves a bit more approachable so a great social media exec will take you a long way.
As your company grows, customer relations are going to be even more important to you. You need to be able to gather the right information, analyse the results and put processes in place to make sure that you can deal with any problems, encourage other customers to get involved with your brand and, above all, be consistent with your message.
A business is nothing without its customers, so do whatever it takes to make them as happy as that cup of coffee!