Building quality customer relationships is an essential part of doing business. It can also be quite challenging, particularly for modern businesses relying largely on their online presence over face-to-face conversations.
Fortunately, it’s still possible to satisfy customers and increase customer experience in today’s business world. The trick is to provide smooth customer journeys that are based on simplicity, ongoing support, and good old-fashioned customer service, with a contemporary twist.
Keep reading for four simple ways to improve the experiences you create for customers.
As people move along the user journey from prospective customer to buyer, they often encounter small triggers with the potential to have a big impact on their purchasing decision.
A lack of understanding about your products or services might interrupt that customer journey. By using customer journey mapping to identify potential trigger points and providing useful tools and information along the way, you can improve the customer journey.
This will help you reinforce the value of your offer and help your customers find get what they’re looking for quickly and with ease. In other words, try to give people what they want and need. Remember, the tools you provide do not have to be complex.
Your business should always make your customers feel valued and appreciated, not only when it’s time to renew a contract or pitch a new product. Showing people that you care about more than sales is essential to building customer satisfaction and maintaining strong customer relationships.
There are plenty of things you can do to connect with customers. For example, you might offer unexpected loyalty discounts or surprise people with special offers on their birthday. The rewards don’t have to break the budget to boost engagement and keep those lines of communication open.
When it comes to offering ways for your customers to get in touch, keep it simple! If you make consumer engagement hard for your customers by asking too many questions, or having multiple data entry fields to be validated, you might be creating an unnecessary barrier to sign-ups and sales.
Frustrations such as these have the potential to break the relationships you’re trying to strengthen with your customers. So, instead of offering only a product or service, it’s worth creating value and meaning that is greater than just the solution itself to improve customer engagement.
To do this, you’ll need to build a relatable brand that your customers genuinely like. Maintaining customer relationships can feel like a lot of work but the more you connect with customers as a genuine brand, the more value they’ll see in being your customer long-term.
For example, building customer rapport via a local sponsorship can showcase your support for the local community. This won’t necessarily translate into immediate sales, but it may lead to tangible business outcomes in the future.
Written by Andy Sheats
Smarter Writer
Andy Sheats is passionate about online platforms and how they change the way organisations build customer relationships.
This article does not necessarily reflect the views of Telstra or its staff.
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