Make customers not happy, but happy. Or 10 thoughts about the client
Thanks to the company’s customers make a profit. Thanks to satisfied customers, companies are developing, increasing their profits and becoming industry leaders.
Roman Pinkovsky, Development Director, Internet IT Studio
1. Not a client, but a friend
I am sure that each client must be approached personally. No matter how big the company is and what the flow of customers is. Recently, marketing trends are devoted to one thing – friendship with your client. This is a very important point. Try to make it so that when buying a product from you, it would not feel like a bag of money, and not even just a client, but your old friend.
2. It’s hard to build customer relationships online
In the offline world, it is customary to take good, kind, polite consultants to the stores, and when we call the online store, they say “Hello!”. Or when in social networks they ask “how much are these sneakers?”, And the page administrator answers “250”. Just 250. And that’s it? Without specifying the currency. No welcome. Without prompting to dialogue. The problem of communication does not depend on the channel of attraction, but on the erroneous opinion of business owners and managers online — once you can communicate quickly and you don’t see the client, you can do everything as you like.
3. The negative is always remembered. Especially on the Internet
When a person is offended, he wants to cry and tell everyone about it. The internet is the perfect place. If offline, it takes time and resources to tarnish your reputation, then it’s easy to do on the Internet – blacklist on forums, a post on Vkontakte, facebook or twitter with a request to “retweet”. And 10 more people are surely connected to the complaint, who were previously silent, but now they have found a like-minded person. Common enemy – it unites. And reputation is a decisive factor that is trusted when shopping on the Internet. Especially, if it is B2B.
4. Contact points
Customer-oriented companies pay attention to points of contact: sales managers, couriers, the website, their advertising products, their office, etc. Customer focus is what the company representatives say and how they look. It is important.
Every day we answer this question, explaining the essence of the events in the evening newsletter UBR
Recently I read a review on the pizzeria website “Pizza is good. Fresh, tasty, warm, but the courier is kind of stale, like after drinking.” And immediately the owner’s response is born: make a photoset for couriers and write “we always have the freshest couriers.”
5. From whom they buy
I tend to think that they are not buying from a company – they are buying from people. About the store is judged by its saleswoman. Even the quality of the product and its price are not as important as the quality of the service. It is necessary to give a person the confidence that if something happens, he can count on you. It is necessary to show that he can always get competent advice and the right to quickly replace the goods if necessary.
6. Unexpected “amenities”
The client must be sure that he comes to the company for a long time, and the company must understand that this is a client forever. Always make unexpected “amenities”. Congratulations on your birthday. It costs you nothing or is worth a penny. Many of our clients are with me (and many of our employees) as friends on Vkontakte and facebook. I know when one of them gets married or when one of the clients has a child. And I will certainly congratulate them on this. It seems to me that in such a “surveillance” there is nothing bad, if it is done with good intentions. Remind yourself, and customers will understand that you need them.
7. It is the customers who lead the company to success.
I hope everyone understands that the client is a person who brings in money. And why is it all for many limited to a one-time sale?
Take any well-known brand of electronics or clothing. It often becomes a small religion. You need to strive to make your little religions. And do not be afraid. Set only big goals. Then your customers will feel like a part of something big and great, well, small or magical.
8. We learn from mistakes
If customers leave, try to understand why this is happening. Never miss this moment. Get feedback. And in communicating with a new client, you will build a business model so as to eliminate the possibility of withdrawal.
9. Is customer focus only for large companies?
The question is not to scale. All problems begin when a client is started to be taken for granted. An individual approach to each is not as expensive as it may seem. The only thing that can interfere is the principle “there are many of them, and I am alone”. Remember how the teacher at school said: “You are many, but I am alone”? But, nevertheless, some find an approach to each child, while others do not. The question is in the teacher and whether he wants to find an approach.