One of the main missions of a small business to keep customers happy. That is the only way to succeed and remain on top. But many entrepreneurs struggle with the a common question: “How can I keep my customers happy?” The answer is simple – connect!
How can you connect with customers? It’s not only about offering the right product or service for their needs; it’s all about attitude and devotion to providing superior customer service. Why would a customer come back after their initial purchase? The treatment they receive (i.e., customer experience) is a primary influencer of repeat purchase behavior.
So, here are four tips to keep in mind as you seek to build deeper connections with customers:
Remember the universal rule.
The first thing you need to remember is that your customers are always right… even when they are wrong. The sooner you acknowledge that fact, the more repeat customers you will attract. Respecting their opinion is the only way to develop a long-term connection.
Make your offer matter to customers.
Regardless of the type of product or service you offer, you should be concerned about the customer experience. If you want to keep current customers happy, you have to provide superior customer service that will contribute to a memorable experience and long-term connection. This doesn’t mean that you have to overload customers with coupons and gifts. Little signs of appreciation will keep customers coming back.
For example, online retailer Zappos as a great example of a company that makes their offer matter. Their 365-day return policy lifts their reputation and trustworthiness. Their customer-first policies entice customers to shop Zappos for shoes online (which, by the way, is available 24/7) instead of driving to a brick-and-mortar store.
If that isn’t convincing consider that “70% of buying experiences are based on how the customer feels they are being treated (McKinsey).”
Connect with customers on an emotional level.
If you manage to create an emotional connection with customers, they are more likely to recommend your company to others. Businesses that identify themselves with specific types of customers are among the most successful brands in their industry.
So, how can you relate and remain relevant to customers and tap into more emotional appeal? Start by offering a unique experience to your target customers. Add a personal touch they can relate to. When you engage customers on an emotional level often it results in an improved bottom line. Research indicates “55% of consumers would pay more for a better customer experience (Defaqto Research).”
Listen more and respond proactively.
In order to provide high quality customer service you have to listen and understand needs, wants, and market demand. If a customer asks for something, do your best to make it happen (even if you have to go out of your way to satisfy them). When customers have great ideas, give them credit. While there is not a guaranteed formula to help you build long-lasting relationships with customers, listening is a foolproof strategy you cannot ignore.
Robert Morris is a professional writer at NinjaEssays, a dissertation writing service. Robert is passionate about education and technology, loves creating lifehacks and learning new stuff on Udacity and Cousera. Social media geek. Connect with @Ninjaessays on Twitter.
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