Have you thought about what your customer relationship strategy is for 2021?
59% of consumers say they care more about their experience when they decide what company to support or buy from since Covid-19 began.
In other words, the experience a customer has when interacting with your business will dictate whether or not they purchase from you in 2021. This means that if you don’t understand what your customer’s experience is like in 2021 and make sure that it is the absolute best that it can be, there is a real possibility you will lose them.
Now more than ever, your customers will be evaluating your brand and marketing strategy. They will look to see how empathetic you are. You are being evaluated on the human scale more than ever before. Your value isn’t determined by the quality of your products or services, but how appropriate your messaging is. Let’s talk about how you can appropriately market yourself during these difficult times, and still ensure your business survives.
Show Gratitude
In any kind of relationship, gratitude is an excellent way to let someone know they are important. You need to be authentic in showing your gratitude for your customers. Talk about how their support and the support of the community has impacted your business. When they recognize that their business matters to you, they are more likely to continue to support your business.
Interact with Your Customer
Whenever you see a comment on your socials, make sure to respond. Your customers love to see that you are listening and that you care. Answer any messages you see as quickly as you can so that they know their business matters.
Build and Nurture Your Online Community
Conducting business online has become incredibly important. Besides ensuring that your website is fully functional and easy to access, building an online community to connect with your customers and prospects should also be a top priority. Utilize social media as much as you can to let your consumers know what’s going on, and to connect with them. Consider creating a closed Facebook group that your consumers can join to receive your updates.
Reward Your Customer
Current, regular, and loyal customers are your best asset and deserve to be treated well. You can develop your own loyalty program to show them your appreciation. When they feel appreciated and rewarded, they trust your brand even more because they know their business truly matters to you.
Stay Consistent
One of the most important factors in maintaining customer relationships is consistency. Be consistent in the marketing methods you use and regularly update your site. Provide customers with up-to-date information they need and never waiver on how you position your brand. It’s important that your messaging is clear and authentic.
Make it Simple
Go out of your way to make the buying process simple and easy to follow. You do not want your clients getting frustrated and giving up before the sale is made. There are an abundance of apps and technology that can help you streamline your business. With lockdowns happening and the ability to visit a storefront limited to essential services, you want to ensure that if somebody decides to commit to your business, that they can do so with ease.
In whatever situation, going that extra mile does pay off. Your customers are the very reason why you are able to do what it is that you love, so spend some time thinking about how you can nurture and develop these relationships to ensure customer satisfaction AND retention.