Sankara Narayanan
It is essential to nurture customer relationships to create a strong and successful brand. Audiences have become more active than ever before, as they will not be afraid to air a grievance on social media, write a negative blog post on your services or leave a bad review that could impact your annual revenue.
In today’s modern world, it is more important than ever to care for the consumer. To help you improve the customer service experience, we are offering five ways to make people fall in love with your brand.
1. Love Your Product
How can you expect anyone to love your product if you do not love it yourself? If you want to be successful in your industry, you need to be passionate about every aspect of your company. The likes of Auster are a prime example of how passion can create a brand community, as they try every e-liquid before they sell their products on auster – because they want to ensure they provide their customers with products they would happily buy themselves. If they fall head over heels in love with a flavour, they will even collaborate with the brand to create a unique subscription box.
2. Care for the Customer
From the products you provide to the delivery service you offer, you must continually think about the customer to improve the customer experience. The last thing you want to be is a faceless company – so you must find ways to talk to your past, present and potential customers, which you can do by picking up their calls, responding to their emails, replying to social media messages and sending out email marketing newsletters.
You should also address each customer by their name for a personalised service, and don’t forget to tell them your name at the start of the interaction. Also, aim to reply within 24 hours – and try never to exceed the 48-hour period, or you will look both unprofessional and unhelpful, which could be all it takes for them to move to a competitor.
3. Listen to Feedback
So many companies confuse customer feedback with moaning customers; however, they may have a perfectly good reason to moan about your services if you fail to meet their expectations. Instead of ignoring the customer, carefully listen to what they need to say. You might discover there are changes you can make to improve your products or services.
Remember, prevention is better than cure – so try to nip problems in the bud before you receive a complaint. You should, therefore, embark with focus groups and surveys to see if there are any weaknesses in your products, services or branding you had yet to spot.
4. Reward Your Customers
If you want customers to love your brand, you should provide them with regular discounts or deals they can enjoy at different times of the year. A great way to boost sales and keep the customer happy is to upsell over the phone. You could, therefore, offer a reduced price on a product or service that they wouldn’t ordinarily find online or in store. This will allow the customer to make a great saving, and you will secure an additional sale. It’s a win-win.
5. Build Trust
Customers will often only shop with brands they can trust. If you have a poor website, negative reviews or a low social media following, they will question whether you are the right company for their needs. You must, therefore, strive to build their trust.
For example, you should update your audience on any positive or negative changes that could cause an inconvenience. If you have made a big mistake, you must apologise and reward your following. The more transparent you are with the customer, the more they will trust that you are an open and honest company.