No one ever said it was easy being an entrepreneur. Whether you're in the early stages of your statrup, just secured funding for your startup or you are ready for product launch, there will always be those three components when you ask yourself if this whole entrepreneur thing is worth it. Instead of giving up and throwing-in the proverbial white towel, this forum will help in giving you all the motivation you need to achieve your result.
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MAKE YOUR CUSTOMERS FALL IN LOVE WITH YOUR BUSINESS
The world of entrepreneurship is a very competitive
world, with so many different businesses offering the same or different product
to the buyers of such product. There are tonnes of option out there for
customer to choose from when buying a product or getting a service and hence as
a business owner it has never been more imperative for you to ensure you keep
your existing customers & new ones than it is right now. The world of
business has changed and customer satisfaction is the order of the day today,
with the advent of social networks your customers can make or break you by
sharing their experience with you on the readily available social media
platforms. That’s why it’s even more
important than ever to create an excellent experience for your customers to
help develop your company’s relationship with them into love.
Walt Disney said it best, “Do what you do so
well that they will want to see it again and bring their friends.”
Creating a firm relationship between you and your
customers can escalate your business to the next level by encouraging positive
word of mouth advertisement that is priceless. Most companies or
business have their customer service unit that is charged with ensuring a high
satisfaction level for new and existing customers to help in the continued
running of the business. These data speak for themselves...
·Only 37% of brands received good or excellent
customer experience index scores in 2012. Whereas, 64% of brands got a rating
of “OK,” “poor,” or “very poor” from their customers. Source:Forrester Research
·As many as 89% of consumers began doing business
with a competitor following a poor customer experience. Source:RightNow
·Up to 60% of consumers will pay more for a better
customer experience. Source:Desk
With all these in mind it should be quite clear
that finding a way to keep existing customers and getting new ones is not
just something important but a fundamental to your continued existence. We at
Investodia will do all we can to see we help you take your business to the next
level. Here are a few point to help you in keeping and finding existing and new
1. Collect And Store Personal Info
The first and the foremost thing
that you should use your CRM for is to collect, store and keep track of the
personal details of your customers. In other words, your CRM should be used for
not only storing the sales history and the contact details of any customer; it
should also be used to save the personal information of your customers as well.
Such personal information of customer mainly includes his/her birthday,
interests and social accounts. Doing this will give you a deeper understanding
of your customer as an individual, and this understanding will surely help you
in the long run as far as creating a solid impression of your organization and
pitching the right message via the right communication channel.
2. Analyze Customer Buying Patterns
Last but not the least, and
perhaps the most important segment wherein you should put your CRM to good use in order to improve the business relationship with
your customers, is the segment of analyzing the buying or shopping patterns of
your customer. You can do this by integrating your CRM with other data tracking
tools and thereby get a full-blown picture of your customers’ shopping history,
shopping pattern, and even shopping likes and dislikes. You should then use all
this data on your customers in preparing your sales pitch and also your
marketing strategies. This will help you gain the maximum benefit out of each
of your customers, and thereby, considerably increase your business profits.
3. Openly discuss solutions
Businesses that have highly
knowledgeable customer support teams should be well-versed in the solutions to
every potential problem and be able to speak to those possibilities quickly.
One important way businesses can manage customer service expectations is by
openly discussing possible solutions to a problem with the client. By listing
off possible resolutions, support teams empower their clients to understand the
complexity of a particular problem and engage directly with its solution.
Additionally, by painting a clear picture of possible results, service
teams ensure customers don't have unrealistic expectations of how
simple or difficult the resolution will be.
4. Be transparent and honest
Transparency is absolutely crucial
to managing B2B customer service expectations effectively and will affect
clients' ability to trust a company. Businesses can ensure clients remain
confident in their providers and have a positive experience by remaining honest
in every possible situation. This means if a customer service representative
doesn't have the right answer to a problem, he or she should be open
about consulting with other members of the team. Regardless of the
situation, support teams should avoid keeping secrets at all costs.
5.Don’t Come on Too Strong – Respect Your Customers
A third of consumers say they experience rude
customer service at least once a month, and 58% of them tell their friends.
This is exactly how word of mouth can work against your company’s reputation
for the long term. It’s very important to be respectful of a customer’s mood
when trying to resolve an issue they have with your company.
Keeping your patience is key to giving your
customer the time to air out their issue. And, in turn, it creates the
opportunity for you to help resolve the issue and make them comfortable. The
more comfortable the customer is the more likely they’ll share valuable
feedback that can help prevent similar issues from occurring again in the
6. Follow up regularly
Finally, support teams can manage
customer service expectations by following up after each stage of the
resolution process. As Customer Experience Insight pointed out, most customers
are not bothered by companies touching base with them. On the contrary, clients
expect businesses to follow up with them to round out their customer
experience. After a customer service agent communicates the potential
solutions to a problem and offers realistic timelines, he or she should
follow up with the client through email to reiterate what was decided.
Additionally, customer support teams should always check in with clients
as the resolution progresses, and once a ticket has been closed.
7Always Listen – Hear What Your Customers are Saying
At a time when it’s easy to have a two-way dialogue
with your customers, it’s important to truly listen. When listening to your
customers, take into account what changes your organization should make from
this feedback, and then follow through. Your customers are the lifeblood of
your organization, and not dealing with the reasonable requests could cause
Use the following methods to gather feedback from
·Point of Sale
·Communities and Groups
·Email and Web Forms
8. Send Out Regular Updates
You should also utilize your CRM
to strengthen your already existing bond with your customers. You can do this
by utilizing the personal information and details of your customers stored in
your CRM database, and thereby sending out regular and timely updates about
your business and organization to them. You can also use your CRM software to
send out sweet nothings such as “thank-you” too. This will make them feel more
valued, involved and part of your business family, which in turn will make them
prefer you and your organization over others the next time they want to do
9. Recognize Responsibility – The Customer
is Always Right
No matter the circumstance, the customer is always
right. This is a rule to guide your business through its growth, from customer
service to user experience to product development. To help set this in motion,
create a customer service policy to show your customers they are always right.
Organize this policy into three parts:
1.Highlight phrases for your company to use that’ll
make your customers happy. Again, consistency and a personal touch go a long
2.Never let your customers forget your business by
following up effectively. Keep it personal by following up on special occasions
and consistently writing handwritten follow-up notes.
3.Define how to deal with unsatisfied customers with
action steps to ensure there is a thorough process for all employees to follow
to resolve a customer issue, ideally turning unhappy customers into your
10. Always Say “Thank You” –
Kindness and Gratitude will Take You Far
Last, but certainly not least, always say “Thank
you.” As many as 3 out of 4 customers say they have spent more with a company
because of a history of positive experiences. Kindness and gratitude for a
customer’s business is an undeniable way to further enchant them for the long
Craft every thank you sent out from your company to
be specific to the customer, relevancy is key. Be as appreciative as possible
to your customers for taking the time to go through the process of resolving
their issue. Finally, follow up with a good old fashioned “Thank you.”
here you go, these 10 point should help you retain your existing customers and
at the same time attract new ones to you via word of mouth advertisement from
your existing customers. We at Investodia can only do our best in terms of
feeding you the right post to help you advance your business to the next level.
To fully achieve success in your journey as an entrepreneur, you have to ensure
the proper application of all what our correspondence feed you with. We wish
you nothing but success.
don’t forget to share us with your friends on social media and drop your
comments to help us serve you better.
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