For most businesses today, attracting new customers to their products or services is a daily routine. At the same time, it should also be a business priority to keep the customers happy and delighted with your offerings. Otherwise, the effort you put into building your brand in the market will eventually dampen and make way for your competitors to poach your existing customers. In fact, a loyal customer base is integral to building your brand because it is 6-7 times more expensive to acquire new customers than it is to retain your existing customers.
Delivering an Excellent Customer Experience
Giving your customers an excellent experience of your products or services can be the key factor in winning over your prospects. A bad experience of your products or services can permanently damage the reputation of your brand. Customers who have had a bad experience of your brand are more likely to spread the word than those who have had a more satisfying experience. That’s why at the end of the day, the cost of delivering a premium experience to your customers to make them feel welcome pays off.
One in three customers say they will walk away from a brand they love after having a single bad experience.
Make Every Interaction Count
Now, more than ever, the purchasing power rests in the hands of customers than sellers. Curious customers will try to directly reach out to you through emails and expect a reply within a few hours. If your customers are reaching out to you through a call or a customer service number, they will expect to talk to real people about their concerns without being put on hold for more than a few seconds. Make it a point not to stall your customers and get right into it by addressing their needs first. Listen to your customers’ queries and understand the root of their needs before proposing a solution or pitching your products. Take every opportunity you get to delight your customers at every step of their journey instead of making them feel like you are just after their money.
Build a Thriving Community for Your Customers
Once you’ve nailed the aspect of delivering an amazing experience to your customers, go a step further and provide a platform for happy customers to share their feedback. Remember, satisfied customers who love your products and services will be more than willing to endorse your products in public. More than salespeople who are eager to push their products and services, customers are more than likely to believe the word of other customers. Don’t hesitate to appreciate customers for their kind words about your brand and reinforce that behaviour with rewards or a simple compliment. Over time, you’ll nurture an organic group of ambassadors who will openly talk about their favourite products and services from the brand they have grown to love.
Surprise Your Customers
Everyone loves surprises and coming from beloved brands, customers will be elated to discover small details that companies remember about them. You could send a gift voucher to your customers on their birthdays to make their day feel more special. You could even identify frequent buyers from your database and run a campaign that offers exclusive discounts on select products and services. It’s a great way to incentivize the buyer behaviour of your customers and make them feel privileged for their loyalty.
Without customers, businesses would not exist. As a business, you must consciously make a decision to go after quality customers rather than the quantity. More often than not, you might make most of your profits from a small group of core customers who truly believe in your brand.
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