8 expert advices on building a relationship with your customers


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8 expert advices on building a relationship with your customers

  1. 1. 8 Expert Advices on Building a Relationship with your CustomersPosted on January 16, 2012 by Maya Pillai“The purpose of business is to create and keep a customer.” -Peter Drucker (ManagementConsultant)A customer is the best friend of any small business owner and their relationship is key to anymarketing strategy. Customers play a vital role in brand building and positioning your productsin this competitive market. There may be many reasons why a customer/client may have left you.Some of the common reasons that you are bound to hear from them are: Your products were priced too high. Your customer service was bad.© 2011 Apptivo Inc. All rights reserved.
  2. 2. Your competitors were giving them better offers. Your firm was not communicating with them and they felt neglected.We have put together a list that will help in building relationship with your customers.1. Reach out to your customers – You really need to know who your customers are in order tosucceed in your business. You need to communicate with them to understand their preferencesand tastes. Send them soft-selling messages and newsletters which highlight the advantages ofusing your products/services. The frequency of communication depends on the type of industryand seasonality. However, you can communicate with your customers through e-mail, over thephone, direct mail and also by face-to-face. Your messages should be thought provoking.2. Two-way communication strikes a rapport – You should realize that customers have everyright to voice their needs and opinions. In the process of building customer relations “listening”is just as important as “telling.” Ask them for feedback by sending surveys, e-newsletters andprovide them with an opportunity to voice their opinions through social media or on your blog.They will feel the comfort of knowing someone is listening to their opinions and suggestions.3. Be personal with your customers – Always keep in mind that it is cheaper to market to yourexisting customers than your potential ones. Therefore, it would be ideal to build a personalconnection with your customers. Once a successful sale has been made, send the customer asimple thank you letter. It could do wonders to your image and the customers will also feel thatyou care for them. For their anniversaries, you can send them a card with a special offer for yourgoods or services.4. Special business events are not for selling – Your clients and customers would appreciate aninvitation to events. These promotional events will help retain the interest of your clients andgive your staff an opportunity to interact with them. This is a time to help your clients/customersunderstand more about your wide array of products/services. Here you are helping them make adecision to buy but you are not selling them anything. These events will help build trust in yourbrand and they will appreciate your effort.© 2011 Apptivo Inc. All rights reserved.
  3. 3. 5. Loyalty/Reward Program – Reward programs are another way to build an everlastingcustomer relationship. You can offer graduated rewards in which the more they spend the morethey will get in return. If you have a list of loyal customers, send out discount coupons on yourproducts/services during off season. This will remind your loyal customers of your company andits products/services.6. Offer good customer service – A customer would choose to buy your products over yourcompetitors if you offer great customer support. When you have a top-notch customer serviceteam working for you, it will help to increase your sales through positive word-of mouthexperiences. Customer service plays a vital role in brand building and attracting new customers.7. Set up direct meetings – Add a personal touch by meeting with clients face-to-face. There aretimes when it’s better that you set up meetings with your clients than send a subordinate. Thiswill help you get the feel of what your clients want, and it also helps to understand the challengesyour customers face. It really helps to visit the trenches once in a while.8. Give a thought to multilingual programs – Remember, not everyone understands English. Ifyour target audience is very ethnically diverse, then it would be wise to invest in a multiculturalmarketing program. You can have marketing brochures and workers who are bilingual whospeak two languages. Ethnic audiences will not only appreciate your efforts but will feel that youhave taken your services/products a step further to reach out to them. Having a bilingualcustomer service team will add an edge to your customer relationship building.There is specific software that helps maintain your customer database known as CustomerRelationship Management software. This is useful for any business because it helps maintain aclose bond with your clients.© 2011 Apptivo Inc. All rights reserved.
  4. 4. © 2011 Apptivo Inc. All rights reserved.