There was a time when entrepreneurs assume that customer service could help them building solid relationship with their customers or users. However, it’s true that customer service still helps companies collecting data from customers or users, but when it comes to building trusted relationship, you need something extraordinary.
Now, companies should not depend on a team of customer executives with headphones and computers. These customer service representatives simply resolve the queries, complains and other technical issues of the users or customers. But they miserably fail to build a real relationship with the end user or customer.
Table of contents
- Introduction
- Should I Stop Offering Customer Service?
- How Can I Build the Real Relationship with My Customers?
- Go with Old Micro-level of Customer Interaction
- Are you simply getting confused?
- Don’t Underestimate the Importance of Employees While Gaining Trust of Your Customers
- Don’t Get Distracted from Customers In Order to Cater Your Sales
- Personal Touch Is Needed
Introduction
Being a business owner, you must’ve already invested in customer service staff, persuasive sales and marketing. Usually companies or entrepreneurs simply concentrate on evaluating the ROI of a financial investment. They want to learn how to increase ROI for something they have invested. For this, companies want to increase sales. Now, here is the catch, businesses aren’t supposed to grab desired success without taking the users or customers into consideration.
Whether you are going to offer products or services to your target market, you need to deal with your users or customers as real human being. They aren’t a money-making-machine for you. Instead, your main objective behind setting up a business is to improve the life of your target customers or users.
Should I Stop Offering Customer Service?
No, you don’t need to stop offering customers service and support to your customers or users. But yes, you need to learn how to build a real relationship with your end users or customers. It means that you need to go with customer-relationship management.
The usual customer service has now evolved as customer relationship management. It means that companies need to concentrate on how to create real relationship with their customers. The reason behind this situation is that still there are lots of companies using CRM as a tool for collecting data of customers.
With the help of customer-relationship management tools, companies are collecting data, analyzing buying details of end users, and how to predict their future buying decisions. But in reality, businesses aren’t meant to manipulate the buying decision of people. But businesses are meant for resolving problems of people. Companies need to come with real solutions or betterment policies for end customers.
How Can I Build the Real Relationship with My Customers?
Without any doubt, customer relationship can help you building a connection with your users or customers. This way, you can establish a bound or loyalty between your customers and you. When you win the trust of your customers, you can easily witness the recurring sales as well as long-term enterprise growth. But when it comes to achieving this goal, you need to get rid of the trap of data analysis and using manipulating techniques to influence the buying decision of customers.
Now, you would like to learn how you can build real relationship with your customers. Since you don’t want to deal with your customers or users as a machine or earning source, you need to learn how to treat them like a real human. You need to learn how to give importance to your customers rather than sales.
Remember, if you couldn’t be able to keep your existing customers with you, it means that you will face lots of financial loses. This is the main reason why customer acquisition has witnessed about 60% growths in last a few years. It means that companies don’t have an option, but try to stick with their customers they already have. The reason behind this situation is that companies may find it difficult to attract new customers for their business due to tough competition.
It’s really important to learn how to build real relationship with your customers in order to lead an industry.
So, beyond the 6 most effective ways to reach your customers, let’s check out a few ideas on how you can build a real relationship with your customers.
Go with Old Micro-level of Customer Interaction
When it comes to building relationship with customers, you need to focus on customer interaction. You need to learn how to communicate with your customers. If you want to build real relationship with your customers, you need to go with old but tasted method of micro-level of customer interaction.
Are you simply getting confused?
So, let’s take an example. If you are running a store, you need to deal with your customers face-to-face. Now, you need to ask your customers about their name, life and other details. You simply need to smile and greet when a customer returns to your store.
Modern store managers don’t follow this type of interaction. They give artificial respect to their customers. They have forgotten how to interact genuinely with their customers. So, when it comes to building real relationship with your customers, you need to go with old way of interacting with your customers.
You should avoid using machine learning, data and even artificial behavior when it comes to dealing with your customers. You need to learn how to interact genuinely with customers at your store. Learning their name, personal requirements and other details can help you building a real relationship with your customers.
However, there are various stores offline and online whether on Shopify or not that rely on social media and other artificial machines to interact with their customers, but it’s not an effective way to build relationship with your customer. You can send and receive messages using a social media or other platform, but you won’t be able to touch the feelings, desires and personal requirements of your customers.
If you are assuming that running a business online can be a hurdle for making real relationship with your customers, you need to change your perception. With real interaction, you can surely build a real relationship with your users or customers.
Don’t Underestimate the Importance of Employees While Gaining Trust of Your Customers
However, it’s true that you should build real relationship with your existing as well as potential customers, but it doesn’t mean that you should ignore employees at your business premises. You need to know that employees at your company are the first people who interact with your actual customers. They create perception about your products, services or even company in the mind of customers. So, you can’t neglect them.
You need to provide an environment where your employees should always be ready to treat customers as real human. Employees need to learn how to make personal touch with your customers so that they keep coming back to your business. For this, you need to provide essential training to your employees. Whether it is about soft skills or communication power, you need to arrange everything for employees at your organization.
You should train employees in such a way so that they can use CRM strategically to gain trust of customers. Always remember, repeated customers are responsible for making a business great success. Apart from gathering customer data, buying details and other things, you also need to train employees on how to deal with customers. Employees at a company should be capable of interacting with customers so that they can win their trust.
It’s a fact that employees can offer great customer-experience to visitors at your physical store or online store. They can help customers choosing a product or service they really need. Instead of focusing only on sales, employees or workers at a company need to learn how to cater specific requirements of their clients or users.
Don’t Get Distracted from Customers In Order to Cater Your Sales
It’s seen that most of the companies simply distract their focus from customer service to sales when they start receiving lots of customers. They concentrate only on increasing sales at a business point. Obviously, you need to make profit out of your business, but it doesn’t mean that you should ignore customer relationship.
You should avoid using different manipulating techniques to retain customers. Instead, you need to concentrate on providing real solutions to your end users. You need to learn how to build real relationship with your customers to gain their loyalty and trust. This can only be done when you know how to focus on customer relationship management.
Increasing concentration on customer relationship can be a bit costly, but you need to keep executing it. However, it’s true that you should try to retain customers, but it doesn’t mean that you should ignore satisfaction and happiness of your customers.
The main objective behind setting up a business is to help people improving their life. You need to learn how to make life of people better than ever before with your products or services. You need to make things easier and faster for your clients or users. This can be done with real customer relationship.
Personal Touch Is Needed
Building real relationship with customers simply means building a personal touch with them. For instance, when customers visit at your store offline, you need to learn their name and other details in order to make them feel more comfortable. When customers feel comfortable, they would love sharing their emotions, requirements and perception with you.
Obviously, you can use the above things for creating a positive perception about your business inside the mind of customers. It’s the most effective and genuine way of building trust with customers. Always remember, loyal customers can help you making your business a real success.
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