No matter what kind of business you run, the relationship you have with your customers is of utmost importance. If you don’t have a meaningful connection, you’ll have a hard time succeeding, especially in an industry that relies on word of mouth. When first beginning, the concept of forming these relationships can seem overwhelming. However, it’s not as difficult as it seems.
Why Is It Important To Develop Relationships With Customers?
Aside from gaining new potential leads, there are multiple reasons that it’s important to develop relationships with your customers (or prospective clients). Some of these reasons include:
- Increase your customer lifetime value – The longer you can hold a customer, the greater value they add. This value leads to more revenue.
- Improve customer loyalty – All industries have competition. There’s no question about that. If you satisfy their needs and keep them happy, they will be more likely to remain a loyal patron rather than give their money to a competitor.
- Reduce the possibility of one-off business – According to a study done by Microsoft, 61% of customers will stop doing business with a company if they have a poor customer experience.
How To Develop Relationships With Customers
Be Relatable
Showing your vulnerable side to your customers may feel wrong, but trust us when we say that they will appreciate it. Show them that they can relate to you and that you are passionate about the items you are selling or the services you’re providing.
Are you an online retailer? Show them why you stand out in comparison to others. It could be that your goods are sustainable or that you pay your employees a livable wage to ensure that they live a comfortable life.
At the end of the day, customers want to support a company that they look up to.
Ask For Feedback
If you’re not sure how your customers feel about your goods or services, how are you supposed to make improvements? Good or bad, you need to know their opinion. Hearing criticism may be a tough pill to swallow, but it will help you succeed in the long run. Just be prepared to put your ego aside.
Related: The Importance Of A Good Customer Relationship Management Process
Use Social Media To Communicate
We’re firm believers that using social media to help you market your business is an absolute must. But social media is also a great avenue to communicate with your customers as well. Not only does it help you reach a much bigger audience, but it also allows you to chat when face-to-face communication isn’t available.
This is also another great way to get feedback. Use Instagram’s poll or questions feature to gain insight on what they are and are not loving. As your company expands, you may need to hire someone for social media management, as punctual response times are needed to maintain this aspect of customer communication.
Lastly, by using these features and a platform’s insights, you can get a glimpse of a buyer’s behavior. This allows you to anticipate their next move without them having to say a word.
Related: Why Social Media Marketing Is So Important In 2021
Give Them Your Undivided Attention
If you are ever in situations when you are meeting face-to-face, you must remove any distractions–especially your phone. In this day and age, technology has become the ultimate distraction. How many times have you gone to lunch with a coworker only to have them sit on their phone the entire time? It can leave a bad taste in anyone’s mouth if you’re not careful. Giving them your undivided attention will show them that you are a professional and their presence is important to you.
Exceed Expectations
Because there are so many competitors out there, you must stand out. When deciding to work with a company, individual, or brand, customers expect high-quality products or services and great customer service. It’s wise to work under the idea of underpromising and over-delivering. When you leave them surprised, they’re going to want to come back.
Offer Incentives
No business would be a business without its customers. Why not show your appreciation by offering incentives in the form of a loyalty program, discount codes, giveaways, and other rewards? This is a small way to show you’re thankful while also benefiting your business–especially your social media strategy if you play your cards right.
Final Thoughts On Developing Relationships With Customers
Developing deeper, meaningful relationships with customers is something you should prioritize as a business owner. If you want customers to continue to return to your business, you need to be prepared to be vulnerable, be relatable, and maintain healthy quick communication. This will help you build a loyal client list and help you create new leads as they share their positive experience with others.
