Building good relationships with your customers is key if you want to grow. Indeed, customers are at the basis of every business. Without them, we ain't nothing. Here are 8 actions to take to build up those relationships.
Put the customer at the center
Make your customers the center of all of your actions and thoughts. It is them that will make your business grow by buying, sticking with you and building your a reputation. So, make his experience and satisfaction your concern number one. Every process should be built around that.
How can you do that? The first thing to do is to build buyer's persona and map the customer's journey. Indeed, that's how you will understand your customers and meet their issues and expectations.
Involve all of your departments
A relationship is built from the first time the customer hears about you. And it continues along its journey with your organization. That's why you need to think about this at every level of your organization.
Marketing efforts will probably create the first contact that a customer has with your organization. So, it is in the area that the work begins to attract the prospect. Building a relationship here seems pretty vague because marketing is all about masses versus one-to-one relationship. However, personalization has found its way into the marketing practices and many tools enable you to put it in place, so that's no excuse.
Sales, on the other hand, are building a one-to-one relationship with the prospects. Here, it is all about giving the information needed to the prospect and removing the obstacles to buy. Using technology to engage people is a great way to do it, for example by providing them with videos, which is a very digestible support for content.
The service departments now, by providing the best support will considerably increase the experience of the customer. Even if they have a relatively bad experience with your product or service, there is always a way that your support services can solve it.
A relationship is much more easy to establish and maintain when it is personalized. There are different levels to implement personalization into your relationship:
- in the way you're addressing to them: having at consistent voice will help streamline the experience of the customer. Even if they interact with multiple persons, it will help build a coherent relationship. So definite the voice of your organization and stick to it at every step.
- in your interactions: use the elements you know about them in your discussions. It can be applied thanks to automation, or just because you remember it.
- in the content proposed: use data that you gather in order to propose them content that interest them. Either because it's related to their persona or to their behavior on your website. It can also come from a multitude of other places.
Listen to your customer
Listening to the customer is important. It will bring deep in your relationship and give your insights on how to improve it. So, ask your prospects and customers for feedback, take their opinion into account and use it to improve your offers.
Communicate with your customers, at each time that it can bring value to them or that you have the opportunity to create, build or maintain a good relationship with your customers. Whenever you have an update, encounter a bug, an announcement, all of that could potentially be good opportunities to communicate. Again, it can have different shapes : calls, emails, announcement on a platform...
By doing all of the previous steps, you'll ensure that the customers, who will build your reputation, have a good opinion of you. In this era when people are paying a lot of attention to what others think about a brand, you'll want to make sure that it is positive. And it begins with building a good relationship with your customers, who will then recommend you and bring you more customers!
Use a CRM give your customers a unified experience
Those suggestions are difficult to put in place without the right tool. A customer relationship management tool will help you gather the data about the interactions that you have with your prospects and customer, for you to use in your activities.
A CRM's role is to give you the support you need to build good relationship with your customer. At Elixir Solutions, we are experts in CRM. If you want more informations or advises on the tools, reach out to us! We'll be happy to help.