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Jul
18

How to Create a Happy Customer

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As the owner of a business, you know that keeping your customers happy can make or break your bottom line. The importance of customer satisfaction cannot be overstated, especially when recent surveys suggest that by the year 2020 customer experience will surpass price and product as the main element that sets your brand apart from competitors.

While we know customer experience is vital in growing a successful business – what steps do businesses need to take to ensure customers stay satisfied? Here are a few key ways you can nurture your customer relations and keep a smile on their faces:

Listen to What Your Target Market Wants

We’ve all heard the adage, “talk less, listen more.” There’s a reason this phrase continues to be used in everything from sales training to customer relations because it’s true and it’s the first key to keeping your audience happy. Customer feedback can come in many forms such as social media comments, observation, surveys or email and web forms. Make sure you are having a two-way dialogue, not just spouting off about how great your product or company is. Really listen to what customers are asking for and make the necessary changes. Taking the time to listen to your customers and following through on their requests is a great way to build brand loyalty.

Provide a Secure Platform

If you’re working in an e-commerce business, data security is critical to building customers’ trust. You must provide your clients with a secure website and payment platforms or risk a data breach and the possibility of irreparable damage to your business relationships.

Using an identity theft protection service as part of your employee benefits plan is a great place to start. Employees are often targeted by hackers to access proprietary information about your company’s systems which can lead to corporate identity theft.

Be Responsive

Customers will always remember the way that your business made them feel. According to customer loyalty expert, Ruby Newell-Legner, it takes 12 positive interactions to make up for one unresolved negative customer experience with your brand. Notice the key word here? That’s right—unresolved. So, don’t let a bad interaction go. If someone posts a negative review, address it as quickly as possible with a helpful tone. Be ready to offer some way to make it up to them, whether it’s a special discount or upgrade; it shows you’re not just brushing away their complaint and you may even be able to upsell them later.

Communicate Changes

Letting your customers in on changes, good or bad, is critical in fostering trust with your brand. In this digital age, more and more customers are looking for brands that make them part of the story. Since stats show that it is far easier to sell to an existing customer than a new one, make sure you’re clear in communicating any changes to your services and how they will affect current buyers. This conveys to your target consumers that you genuinely care about them and that’s a powerful message for customer retention.

The Benefit of Customer Experience

The above ways to keep your customers happy, boil down to businesses recognizing that customers should always come first. Consider implementing these tips as a business opportunity and a way to attract new converts from competitors who are failing at creating a customer-focused culture.

Categories : Articles, Jill's Blog

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