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Customer relationship is about managing interactions with previous, present, and potential customers in order to strengthen customer retention and promote customer acquisition. A good customer relationship occurs when the customers have a consistent customer experience every time they interact with the business, which leaves them with a good impression. There is mutual regard and understanding between the customers and business, thus, extending beyond the initial purchase and for a long period.
Benefits Of Customer Relationship
- More Sales: Reviews from your past and existing customers tend to influence the buying decisions of potential customers. If your business does not care about customer relations or your customer service agents are rude and unwelcoming, your business will suffer, because your customers will talk down on your business in the presence of others and on the other hand when you have a great relationship with your customers, it will reflect on your sales.
- Customer Retention: Sometimes brands focus most of their attention on getting new paying customers, however in the end, it may be much more beneficial to provide excellent customer care to your existing clients first. If you develop a great relationship with your current customers, they will stay with you longer and become loyal customers to your business.
- More Brand Promoters: Most successful business owners know that closing a sale is not the end of the road. When you build stronger relationships, your loyal customers will turn into brand promoters.
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How To Build Strong Customer Relationships
- Learning who your customers are: It is impossible to build a good customer relationship if you don’t know who your customers are and what they value most. So many business organizations rely on intuition rather than accurate data and feedback. It is important you study your customers to know how to relate with them.
- Personalized communication: Personalized communication helps in building healthy relationships. This means that you must always treat them like humans, not like numbers, as bad treatment frustrates most customers. You can send them special offers they’re actually interested in, call them by their names and show a genuine interest in their lives.
- Ask for feedback: Nobody can tell you what works for you and what doesn’t better than your customers, because they are the main consumers of your products and services. When you capture the feedback of your customer, you will know what your clients like, what they’re missing, or what you could do better. Get ahead of your customers and ask them for feedback, it shows that you value their opinion and that you care about what they have to say.
- Delivering positive customer experiences: Customer service plays a vital role in delivering a positive customer experience. It can make the bond between you and your customers even stronger or destroy it forever. Great customer service helps you retain present customers and attract new ones. You can help your employees develop amazing customer service skills like active listening, professional communication, troubleshooting and solving problems efficiently. This way, they’ll tackle even the most difficult customer interactions, address all your customers’ needs, and build positive relationships.
- Exceed their customer service expectations: The saying “Under promise and over-deliver” is applicable here. Your business can gain a massive edge by pouring its heart into every customer interaction. Develop policies to sustain the relationship and commit to raising the bar at every opportunity.
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