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Customer Experience

4 simple ways to keep customers happy

Andy Sheats
Smarter Writer

Andy Sheats is passionate about online platforms and how they change the way organisations build customer relationships

Andy Sheats
Smarter Writer

Andy Sheats is passionate about online platforms and how they change the way organisations build customer relationships

Follow these cardinal rules of customer service and watch your client base grow.

customer principles graphic

Building customer relationships can prove to be difficult for businesses without a physical presence. But the 2013 Telstra Business Start-up Award winner and co-founder of health.com.au, Andy Sheats says the rules for keeping the conversation flowing aren’t as hard as you think.

1. Give customers something they want and need

As people move along the path to purchase, to become customers, there are often little triggers that can make or break the decision to buy. Deciding for or against, may be due to a lack of understanding. Providing tools and information at various trigger points along the way can help to reinforce the value of your offer and also help the customer make the best decision for their needs. These tools do not have to be complex.

2. Give customers something they don't expect

The number one rule to building great customer relationships is to ensure customers feel valued. This doesn’t have to be through grand scale activities. Often unexpected and low cost rewards, for example a one dollar scratchy sent to them on their birthday, can boost engagement by keeping the lines of communication open and showing that you do value them.

3. Make it really easy for customers to say yes and progress your relationship

Keep it simple! If you make it too hard for customers to engage with you by asking too many questions, or having multiple data entry pages and fields to be validated, you are creating a barrier. This could build frustration and can often be the make or break point for the relationship.

Don’t just offer a product or service, become part of their lives by creating meaning and value that is greater than just the solution you offer.

- Andy Sheats, Founder of Health.com.au

4. Help customers change their life for the better

To do this you need to build a brand that your customers like and can relate to. For example, local sponsorship can show community support. This doesn’t always immediately translate to sales, but it may in the future. It’s about goodwill, and creating meaning and value in your brand that customers can relate to.

4. Help customers change their life for the better

 

Don’t just offer a product or service, become part of their lives by creating meaning and value that is greater than just the solution you offer. To do this you need to build a brand that your customers like and can relate to. For example, local sponsorship (/save-your-business-from-your-industrys-bad-reputation-values-standards-trust-customers.htm) can show community support. This doesn’t always doesn’t immediately translate to sales, but it may in the future. It’s about goodwill, and creating meaning and value in your brand that customers can relate to.

4. Help customers change their life for the better

 

Don’t just offer a product or service, become part of their lives by creating meaning and value that is greater than just the solution you offer. To do this you need to build a brand that your customers like and can relate to. For example, local sponsorship (/save-your-business-from-your-industrys-bad-reputation-values-standards-trust-customers.htm) can show community support. This doesn’t always doesn’t immediately translate to sales, but it may in the future. It’s about goodwill, and creating meaning and value in your brand that customers can relate to.

4. Help customers change their life for the better

 

Don’t just offer a product or service, become part of their lives by creating meaning and value that is greater than just the solution you offer. To do this you need to build a brand that your customers like and can relate to. For example, local sponsorship (/save-your-business-from-your-industrys-bad-reputation-values-standards-trust-customers.htm) can show community support. This doesn’t always doesn’t immediately translate to sales, but it may in the future. It’s about goodwill, and creating meaning and value in your brand that customers can relate to.

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