Developing and maintaining relationships with your customers is a surefire way to grow your business. Loyal customers spend more money with your business over time, and many of them tell friends, family and social networks about your business. However, managing customers isn’t as simple as always saying the adage, “the customer is always right.” Managing customer relationships takes finesse and must be balanced with the good of your business in mind. Building customer loyalty is one of the keys to longevity and success.
Keep Your Excellent Service Fresh In Their Minds
One successful way to make loyal customers is to communicate with them and clarify the benefit that they are getting from your brand. An article called “6 Ways To Build Customer Loyalty” published on Entrepreneur.com states, “Let customers know what you are doing for them. This can be in the form of a newsletter mailed to existing customers, or it can be more informal, such as a phone call. Whatever method you use, the key is to dramatically point out to customers what excellent service you are giving them.” Some large retail companies offer loyalty cards, rewards programs and similar services to continually connect with customers. If it makes sense for your business to implement a similar program, investigate how you can do it in a cost effective manner.
Encourage Feedback And Listen
People feel respected when they are given a chance to express their opinions. If your business is customer driven, follow up with them to see what you’re doing well and what can be improved. You’re likely to receive some irrelevant feedback, since some people are born complainers, but reading customer comments can generate constructive criticisms and motivate your staff to improve your process or product. According to a Forbes.com article called, “5 Easy Ways To Gain Customer Feedback On Your Product,” ways to engage customers include surveys, forums and similar tools. “To make sure you’re gathering input from customers on an ongoing basis, include an easy way to leave feedback directly within your product. While some companies choose to pop up a review or feedback form on the third or fourth login, we chose to add a feedback window users can view or hide as they please.”
Developing customer loyalty is beneficial for you and your customers because it ensures that their needs will continue to be met by your product, and you will benefit from their business.
This article was written by Alaina Brandenburger for Small Business Pulse