If one thinks keeping a small business afloat is tough, growing is a whole new ball game. By establishing your company, you’ve taken the first step. Now it’s time to continue the journey and take it to higher levels of success. Some companies focus on attracting new customers to the same products. Other companies prefer introducing new products to the same customers. The best strategy is most often to use a blend of both these methods.
Keep in mind that your customer can be the best marketing tool you have. Existing customers have the potential to create new customers in the form of their friends and families. A company that prioritizes customer satisfaction over profit is more likely to have a loyal client base. Here are five ways to enhance your customer’s experience, encouraging them to make their contacts part of your clientele.
1. Simplify Your Processes
Think like a customer, not a business owner. While most stores have full-fledged websites, companies that offer services may still be lagging. Law firms or accountants, for instance, may need to have documents signed by the client. However, that signature doesn’t need to be on paper. Consider introducing online invoicing and digital contracts, which can make the process faster and safer. It’ll make life easier for both you and your customer.
Review and revise your company policies to become customer centric. Reduce the fine print and make your processes transparent. Every promise you make to your customer, regarding quality and delivery, should be fulfilled every single time. Whenever your customer contacts you, whether in person or online, go the extra mile. Once you gain your customer’s trust, they are more likely to believe in and rave about your business.
2. Amplify Your Voice
If you have a good product or service, you must let the world know about it. Invest in good marketing tools so your advertisements reach new strata of your target audience. Aesthetics do matter, so make sure your designing and message is on point. Learn the dos and don’ts of online marketing so your emails don’t end up in your customers’ spam folder. Social media accounts are the easiest way to stay relevant without becoming an annoyance. Develop a strategy to maximize engagement on your posts.
To build a relationship with existing customers, keep interacting with them. Involve them in competitions and raffles, so there is a spirit of excitement. Make sure you are consistent in your messaging across all platforms, so customers remember and recognize your brand everywhere. Show you care by participating in social causes and prove that your company’s values are in sync with their customers.
3. Know Your Customers
Understanding the customer lays the foundation of a successful business. Small gestures like personalized emails or birthday wishes can make the customer feel valued. Make sure you are catering to their needs and expectations. These needs may change with time, so keep an eye on sales patterns to identify changes in customer preference. An easy way to do this is through online customer surveys and other feedback mechanisms.
If the customer reaches out to you, respond promptly and proactively, regardless of whether the feedback is positive or negative. This shows that you value their opinions and are dedicated to improving their experience in the future. Whether you outsource or have your own team of customer representatives, monitor them regularly. One bad experience could be all it takes for you to lose a customer.
4. Strengthen Your Weaknesses
While all companies wait for positive feedback from customers, negative feedback can sometimes be more helpful. Don’t brush any complaint under the carpet. Disgruntled customers do you a favor by highlighting weaknesses in your system. Don’t disregard them as a one-off case. There might be one complaint registered but you don’t know how many more customers may have faced the same issue.
The world is constantly changing, and businesses need to keep up. Monitor your competition closely and learn from their success as well as their failure. Following others blindly isn’t helpful. Instead, take small steps to see if the new idea works in your setting before making big decisions. Asking existing customers to review future products gives them a sense of ownership and a role in your story.
5. Share Your Story
Customers love stories. Along with advertising products and promotions, tell your customer how and why you started your business. Break the monotony of rehearsed messaging by sharing some behind the scenes footage. You can introduce your team to your customers or show them bloopers of the latest Instagram reels. These snippets should give customers a glimpse of how much effort is put in to bring them a high-quality product.
Engage with customers and encourage them to share their stories too. This could be through on-site or online events, or by featuring customer stories on your social media. Build a community around your brand and stay connected with your customers, so they stay connected to your business.
The secret to creating lasting relationships is authenticity. Customers are more likely to stay with a brand that is transparent about its values, policies, and challenges. Be consistent in your practices and patient in your approach. Think long term and give your customers space and time. Your goal should not be to just make sales — it should be to make loyal customers.
Stay committed to your clientele and show them their opinion matters. As your business booms, you’ll get busier, but don’t forget your customers. Market value may fluctuate, but what should remain constant are the meaningful connections.