An amazing brand will leave an unforgettable first impression. However, it’s the customer experience that will build the long-term relationships necessary to build your business. Customer relationships based on trust, confidence, and referrals are the bread and butter of any company, so learn what it takes to create the dazzling experience that will keep your customers coming back for more.
1. Customers Before Your Bottom Line
If you want to increase your revenue, focus on your customer instead of your bottom line. It might seem a bit counterintuitive, but when you care more about the success of your clients than your own achievement, your business will grow. When you contribute to their growth, they are not only more likely to stick with your company, they are also more apt to refer other customers to you.
2. Practice the Art of Communication
Communication has become significantly more challenging in the digital age, as companies tend to rely more on their website and social media than direct contact. However, good communication never goes out of style. Start by honing your listening skills so you can identify the precise needs of your customer and recommend a tailored solution that will set you apart from the competition. When your customers know you care about their needs, they will bring more business to you.
3. Never Stop Improving
Customers sincerely appreciate a spirit of humility and servant-leadership from the companies that provide products and services to them. Even when you feel confident and you are performing at the highest level, don’t be afraid to ask what you can do to improve. Take their feedback to heart and use it whenever you can. Acknowledge your mistakes when they occur and make them right. Those small steps become huge building blocks in your customer relationships.
4. Don’t Rely on Digital (Too Much)
No matter how stellar your website is or how often you post on social media, nothing beats personal contact. Whether it’s a phone call or a visit to your customer’s place of business, that effort is substantial in nurturing a positive relationship and a superior experience. In an age where customers are accustomed to emails, texts or other electronic methods of communication, the personal approach is sure to stand out from the crowd.
5. Never Underestimate the Power of Expectations
What is the primary reason a customer becomes unhappy with your business? The cause can almost always be traced back to unfulfilled expectations. It is critical to set realistic expectations from the get-go – that’s where those communication skills come in handy. Be clear on what you can – and can’t – do for your clients. When possible, under-promise and over-deliver. Nothing delights customers more.
6. Customer Service vs. Customer Experience
Customer service consists of a single touchpoint and like your brand, tends to make a good first impression. Forbes recognizes customer service as providing advice or assistance. However, while service constitutes brief contact, the experience encompasses the entire journey. Your customer’s experience will inspire emotion and feelings that will build that relationship and long-term loyalty you want to cultivate.
7. Incent Your Best Customers
Customer loyalty is not something to ever take for granted. Instead, it should be rewarded by your business. Loyalty programs, special events and even just asking for feedback can make your customers feel truly valued. Let them know how much you appreciate their contributions to your business.
Start Building Customer Relationships with These Seven Steps
As an Austin web design and SEO professional, I understand the importance of building customer relationships. It may seem strange for a digital company to rely on the personal touch, but it is that approach that has earned me many loyal customers and free advertising through referrals. These seven steps are just the beginning of a process that can provide long-lasting benefits for your business.
Ready to improve your customer experience through your website? Contact the Austin SEO specialists at JS-Interactive today to find out how we can help you take your site to the next level.