No matter what type of business you are running, customers are the key to success. Building a loyal customer base is essential to a company’s survival, and keeping the business of the faithful while attracting new customers is something that a business must constantly work on as customer service is constantly changing in some ways. Customers expect more from the companies they do business with than ever before, which means that customer relationship management is a top priority. There are techniques that can help a company improve upon its customer relationship management, and the following are just four of them that can greatly improve a company’s relationship with its customers, ensuring that their loyal business stays that way.
The Oldest Form of Advertising
For any business, word of mouth is the oldest and often best form of advertisement. Word of mouth used to be limited to one person talking to another, but word of mouth now is more often done via technology, either through texting or conversations on social media. Word of mouth can even be considered as online reviews on sites such as Amazon, or reviews on blogs or other mediums.
Listening to Feedback and Responding Properly
For a technology company, irrespective of what the product is, user experience is all-important. Early version of the product should be handed to customers to test out, and a company should encourage and welcome feedback, whether it is positive or negative. If a customer is frustrated with the product and says so, the company should not get defensive, but rather look at the product to see why that customer or user is not satisfied. If a site is difficult to navigate or a product is difficult to use, then changes need to be made. Customers and users on all levels will provide honest feedback that a company can use to improve their end product before it gets to the masses. This is the greatest benefit of early testing.
Being Truthful to Customers
Many times companies will tell the customer that everything is fine even if it is not. Regardless of if the information is good or bad, whether it sounds great or not so great, full honesty is the best way to go with customers or users. Getting a customer to trust a company is a one-shot opportunity. If a customer trusts that you are telling the truth and it’s found out that you’re not, that relationship is damaged forever.
Staying Current With Customers
The key to any relationship is communication. This is true in business as well as personal relationships. Keeping tabs on your customer relationships will let them know that you truly care about them and are genuinely interested in keeping them happy after you have already done so.
Often a company will put out a quick response to negative feedback from a customer to figure out how to make them happy, but neglect the ones who were happy to begin with. Keeping in touch with all customers is the key to keeping relationships strong.