How To Keep Your Customers Happy? 5 Best Practices
Walt Disney had once said, “Do what you do so well that they will want to see it again and bring their friends.” No matter what the size of the business is that you run, cultivating a fostering relationship with your customers is the fundamental of seeing the business mature.
In the competitive technology savvy world that we live in, keeping your customers happy could not have been more important. Given the power of social media, one negative comment/opinion can spread like wildfire and make or break your reputation.
Here are 5 ways in which you can make sure that your customers are always contended with you.
1. Communicate: When you listen to a customer and solve his/her concerns in no time, chances of them referring you to their friends and family through word-of-mouth marketing amplify multi-fold. Don’t act as an anonymous business, stand for your business and talk to your customers genuinely. If you are communicating online, make sure you address them with their first name at the very beginning of the conversation, just like you would do in person.
Here’s a tweet from American Express that shows how they connect with their customers while also leaving the initials of the responder.
Along with this, it’s very important you respect them when either talking online, personally or over a call. Remember, bad experiences take no time to swell. As a marketer, you may be facing awful situations daily, keeping your calm and tackling the issue is key. Understand what your customer is trying to say and resolve the issue rather than losing their cool over them and making them uncomfortable. The more comfortable your customer is, the better the feedback will be. Apart from conversations, you can also gather feedback from:
- Point of Sale kiosks
- CSR services
- Social Media
- Communities and forums
- Email & Web Forms
2. Create a two-way communication bridge: Your customers are the backbone of your business. There may be a high possibility that what they provide as feedback may add value to your business, thus it’s imperative to listen! You should be totally transparent with what you are offering to your customer and permit them to pro-actively take part in making your business better. Transparency means that you are not afraid of feedback (positive or negative) and you have nothing to hide.
When you focus on your customer this way, you strengthen your ties with them, increase their loyalty toward you and better your business prospects.
3. Provide something new & adapt to changes: Here’s an example. When you visit a shop to buy a pack of biscuits and find a new pack on sale, aren’t you tempted to buy it? We all like something new, even the packaging for that matter, doesn’t matter if the content is erstwhile. This will entice new customers and make old customers happy.
Doug Hall, the author of Jumpstart Your Business Brain adds, "If what you're offering today is the same thing you were offering six to nine months ago, you're dying and you don't even know it."
Together with this, are you up-to-date in running your business? A lot of new customers get impressed with various forms of advertising, website, social media, billboards etc. Stay current on your website and update it regularly. If you have social pages, stay tuned with what changes are happening in the online world and offer something fresh to your customers. The faster you adapt, the better off you are. Providing offers by creating multi-channel advertising like giveaways and contests via email, social media etc will offer you much more exposure.
4. Make promises that you can keep: Another factor of being transparent and gaining the trust and loyalty of the customer also denotes that you follow what you have promised. By constantly setting realistic goals and meeting them on time, your customers get acquainted to your promises and they know that you will deliver on time.
5. Keep your employees happy: When it comes to within the business, keeping your employees happy is a sure shot way to have happy customers. When you keep your team content and motivated, you can be rest assured that they will do the same with your customers. This doesn’t stand for just your customer service team, having a happy set of customers is a team effort and right from the CSR team to the HR team, from the marketing team to the top bosses need to be comfortable.
A Gallup study has revealed that companies where employees were happier than other organizations had higher number of customers who are satisfied and loyal. Now, this equated to $1 million in additional revenue. Isn’t that something? Just like your customers are the backbone of your team, your employees are heartbeat! Keep them happy, they’ll bring you happy customers!
Keeping your customers happy is a project in itself. If you are interested to know more about customers servicing and project management, here’s an exclusive project management program that you may be interested in.