Did you know that U.S. companies lose approximately $136 billion per year due to avoidable consumer switching?
Or how about the fact that roughly 33 percent of customers will pay more to receive a higher level of service?
It’s these types of statistics that show just how important it is to build personalized relationships with your customers.
When your customers trust you to provide high quality products and/or services, along with class leading customer service, they’re more likely to remain a loyal advocate of your business well into the future.
So, this leads to an important question: what’s the best way to build personalized relationships with your customers?
There is no right or wrong answer, but there are several steps you can take to improve the odds of this happening:
- Communicate, Communicate, Communicate
Most people want to work with companies that are willing and able to communicate with them when they require assistance.
For example, customers don’t want to wait on hold when calling in to schedule an appointment or discuss a concern.
Also, customers in today’s day and age want to be able to reach you in more than one way, such as:
- Website Chat
- Facebook Messenger
- Other Messaging Apps
When you’re devoted to providing clear communication through a variety of channels, it’ll pay off by way of personalized relationships.
- Ask for Feedback
Don’t assume that you know everything about your customers. Instead, get into the habit of regularly asking for feedback. You can do this in many ways, such as:
- Follow-up surveys
- Engaging select customers to solicit feedback
- Asking about questions or concerns before leaving a customer’s home
Not only does requesting feedback help build personalized relationships, but it’s also a great way to show customer appreciation.
- Go the Extra Mile
There are companies that do exactly what they’re asked, as well as those who will do whatever it takes to go the extra mile.
Take for example an HVAC company that’s been called to a person’s home to fix a broken air conditioning unit. Here are two different approaches:
- Company #1: Diagnose the problem, explain the issue, provide a quote, and complete the job
- Company #2: Diagnose the problem, explain the issue, explain several repair and replacement options, provide a quote, complete the job, and inspect other areas of the system for damage
Which company went the extra mile? Which company has the best chance of building a personalized relationship and earning repeat business?
If you answered Company #2, you’re right!
With the tips above, you now have the guidance necessary to build personalized relationships with your customers.
Doing so will boost your bottom line, help you generate more positive online reviews, and increase referral business. How does that sound to you?
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!