7 ways to keep your customers happy
Pay attention to your customers and make your wrongs right – happy customers are your best marketing tool. Word of mouth marketing works so well for brands and can …
7 ways to keep your customers happy
Pay attention to your customers and make your wrongs right – happy customers are your best marketing tool. Word of mouth marketing works so well for brands and can easily outweigh the benefits of other traditional marketing strategies. If there is an issue, interact with your customers directly, where possible, and see to it that the issue gets resolved. Happy customers that have their issues resolved stay happy customers. Have genuine interaction with your customers, mention your name at the beginning of the communication and address them by their name. Make the communication as personal as possible, a human factor can make a big difference. Always handle complaints and issues with respect.
Call your customers regularly – you don’t want to be that company that comes in strong and heavy with their sales techniques, nags and nags until they make a sale and then completely forget about that customer when that sale has been made. Have a dedicated team of people or account managers who can call clients regularly, see how things are going, if they are happy with the service and if they need any support. Ask them what they like about the product and thank them for their time when you finish. Always offer ongoing support.
Gather valuable information – to get a better understanding of your services from a customer’s point of view, gather information by getting their opinion. You can do this by observation, surveys, focus groups, social media and email and web forms. Take into consideration everything they have to say and use the positive side to market your strengths and any negative comments to improve your services.
Create valuable content – by sharing valuable, relevant information, you come across as being a market leader and a brand that can be trusted. People that see you as an authority in your field or a leader in your market will want to continue working with you. You can create valuable content through blogs, social media posts, newsletters, email blasts and more.
Timely response – not only must you ensure that your enquiries and complaints are handled in a timely manner, you must ensure that they are all attended to. No message from a client or potential client is insignificant or worth not replying to. Each message deserves a response that is professional, personal and informative. If you cannot answer their question, pass their enquiry onto someone that can but let them know that their enquiry has been received and is under review. Quick response times show that you are serious, reliable and able to prioritise.
Add a personal touch – a handwritten note along with your mail, a little gift item that has been personalised or something that will make your customer feel like they are of importance to you.
Be transparent and don’t overpromise – transparency means you have nothing to hide. Your word is your bond and following up with your promises helps to build a feeling of trust. You need to ensure that the goals that are set are realistic and can be met. It’s always better to under promise and over deliver because remember, unhappy customers share their experience with many more people than happy customers. Only take on clients that accept the realistic expectations you have set. Be clear and transparent by letting customers know what your product is all about, how you deliver, what the payment terms are and what they can expect from you.