In business, customers are more than just a profit. Also its cost to have new customer than keeping the old ones. So when you have customers, you must nurture and care for them.
It’s important to make the customer feel happy and loved. Also, you need to make them repeat customers so they bring their friends.
In case you have unhappy customers, they will share the negative experiences and cause damage to the brand.
That’s why businesses require their customers to fall in love with the brand, so they can stay for a longer time.
And to do that, here is what can help you.
Recognize The Importance Of Word of Mouth Marketing
WOM or word of mouth is a priceless asset for your business, regardless of what you do, WOMM is hands down the most effective as well as a reliable type of marketing.
The Reasons why WOM holds such importance :
Trust And Credibility
Consumers have more trust in their friends rather than the brand that is selling its product to earn a profit from them.
That’s why word of mouth holds the most valuable source of marketing.
According to a Neilsen study, 92% of consumers believe that suggestions or recommendations from their family or friends have more trust than the advertising.
Referrals And More Customers
The WOM doesn’t end with one customer, it gets more and more as one person tells another and that one will tell someone else. It forms a chain that makes sure that the brand is getting customers without even advertising much.
It gives great exposure and distribution if you use it successfully.
The Other Side Of WOM
The other side of using WOM says if you don’t use it well or end up making some major mistakes, the whole thing can turn negative for you.
As one person who had a bad experience will tell others and the chain continues. So without even having first-hand experience, the other person will not consider using the brand.
Start Before They Are Your Customer
Help the customers whenever you can, even before they become your customer. This is one of the best ways that can help in falling in love with your brand. However, this needs to be carefully planned.
There are three basic steps
Understand The Ideal Customers
If you want to offer the actors what they want, first you need to know who they are.
The first thing you will require to have clear customer profiles of who are your ideal prospects and customers.
An ideal customer profile will help in growing the basic demographics, desires, fears, and needs of the segment. Also, this will help in building a loyal customer base.
You can create a detailed profile for what your types of customers look like and the best groundwork can help in targeting the natural fit for your brand.
Also, you can highlight who are your problem clients, this will help in reducing the complaints and negative reviews.
Quality Of Leads
After you create the ideal customer profile, you also need to understand the system that can place your quality leads.
Quality leads are those who are serious about their need, and what you do as proof and ready to buy.
Maybe they are not doing it right away but at some point, they do the purchase.
These types of leads are loyal, stay for the long term, and are considered as the long-term investment for the brand.
Designing The Experience
After your quality leads become your customers here you need to make sure that they are having a delightful experience, and it helps in building customer loyalty.
You will also help in understanding what your customer is looking for but also keeping them by offering a good delightful experience.
Manage The Customer Expectations
When you have too many negative experiences, it can boil down to unmet expectations.
Also, the customer expects something from you but when you fail to deliver it or maybe that expectation never occurred, or you have no control over it.
However, it can be resolved easily, here are some of the points that might help you.
Find Out What They Are Looking For
Find out what your customers are expecting, make it as personal you can. The best way is to talk to them, but ask open-ended questions during your conversation.
Also, understand the customer precipitation. Also, open-ended questions are those where the customer has to say more than yes or no.
Here are some of the questions you can ask, it includes:
- What kind of results are you expecting?
- Where do your overall goals sell or fit?
- What is your ideal timeframe?
- What else will happen in life or business in order to meet the goals?
Be Honest And Full Disclosure
The key to managing the expectation of the new customers, you will need to be more honest with your terms and moderately important terms.
Think about the full disclosure, keep that mind that you need to tell them about what they will get beforehand.
To afford this from your customer’s perspective for ensuring the satisfaction of the customer.
Consider The UnderPromise And Overdeliver
This can be helpful to satisfy the customer every time. However, for the new business, it might be tempting to consider too much with themselves and do whatever it takes to do it.
But instead of doing that, you can do the opposite so you can finish the product or deliver it within the days you promised or even before it.
Communicate Often And More
Communication what makes your customer connect with you. That’s why they do it more often, with this you can tell them if there is any problem during the delivery or product.
Be Authentic When You Interact
People these days are more sharp and skeptical. So when they sense that someone is trying to outsmart them, the first thing they do is drop their brand.
So never give the vibes like you are playing with them or promising something that you can offer.
When you are building a successful business, make sure you are following the know, like, trust principle.
Since trust plays a crucial part, the brand needs to build trust and improve awareness
However to be more authentic, here are a few ways that you can consider doing it.
Ditch What Script Says
The best way to keep yourself more authentic is to keep it original instead of scripted. The customers are not only doing business with you, they know other brands and are well aware of the scripted response when they get it.
That’s why you need to make the interaction as original as you can.
Honesty might not solve the problem every time, but it also stops the customer from leaving the brand. When you don’t know the answer to something, the best way is to tell them the truth.
When you try to cover up the ignorance, it makes the customer angrier and feel cheated.
Acknowledge when you don’t have the solution and apologize can help in solving half of the issues.
Also, it boosts the trust between the brand and the customer.
Personalized The Experience
The first impression is important In the business, so when you are approaching them make sure you are making it impressive.
Also to do that, you need to add more personalization and keep it for them, instead of your brand or your profit.
Keep The Pricing And Promotion Direct
Certain marketing tactics can damage the relationship with your customer, and that’s you need to make sure that whatever you do is direct.
Don’t try to fool or make them feel like they got cheated. The marketing strategy should be direct so the customer knows what they will get and what they are dealing with.
Treat Them Like Royalty
Customers are important and they are the ones who are going to pay for the paycheck.
So make sure you remember that while you do the business. Treat your business like royalty and prioritize their needs above yours.
It doesn’t mean that your business has to go in loss, but find the balance that can satisfy your customer as well as your business.
To make them feel appreciated and valued, you can do the following things as it will help you in achieving your goals.
Say thank you when they visit you, it can help in making them feel good and it doesn’t cost much.
- Listen to their complaints and respond, and then solve them.
- Never tell lies or try to cover the mistakes you did. Keep things honest with them.
- Keep them updated with progress if you are taking their feedback seriously or not.
- Consider writing handwritten notes to them.
- Surprise them with small gifts for couples to express their gratitude
- Make them feel the hero, share your success journey and tell what role they played.
Improve Your Active listening And Follow Through It
Well, right now it’s easier to communicate with customers than ever. You can simply connect with them via using social media.
Also by actively listening, you improve customer engagement which exceeds customer loyalty.
Well you can use different methods which can help you in understanding about their opinions,and it includes
- Social media
- Customer service
- Point of sale
- Focus Groups
- Email and web forms
- CRM software
Communities And Groups
Make sure no matter which medium they are using to share their opinion, you are actively listening to their thoughts.
But when you are doing this, here are a few points to remember as well:
- Filter out the feedback that does no good to you or the business.
- Save the time, energy, and money on those customers who are just ‘ problematic’ instead of having genuine worries.
- Make them know that you are listening to them, so they know their voices are getting heard
- Be open to the changes and the advice, but know what you are going to actually follow so you can be honest with your responses.
Pay Attention On How You Look Visually
The presence of your brand and the products are one of the factors that attract the audience.
If you don’t have a good purpose, you are not just losing the focus, but trust from your customers too.
In this era, how your digital presence looks is crucial for competing with other brands.
You need to focus on how your website looks, Around 46% of people say that web design is the top factor that plays an important role in the credibility of the brand.
If you don’t have a good-looking site, you are creating a bad reputation in the market.
In general, over 90% of buying decisions are influenced by how the factors look, also the colors have a huge role and you can increase brand recognition by 80%.
Respect The Customers And Don’t Come Too Strong
A third of consumers say that they have bad customer service or rude interaction with the brand athletes pence in a month.
58% of experiences are shared from their friends or someone who is close to them,
So that’s how the word of mouth works against the company and damages the rupture for a really long time.
It’s very important that you learn how to read the mood of your customer and show that respect.
Instead of solving the problem right away, focus on addressing and before that listen to the problem first.
Keep your patience when you are talking to them so they can share their real issue.
It will create more opportunities so you can understand their problems and know what they actually need.
Half of the problem is caused because the brand fails to listen to the real problem and they work on something that is not actually the issue.
This ends up dissatisfied the customer and makes them dislike the brand.