Want to keep the customers you have, all while gaining traction in the marketplace and gaining new prospects, too? There are a few things you can do to make that happen…and they’re not too hard to accomplish:
- Keep your promises. Follow-through will always be important! Find a good system that helps you keep track of your conversations and what you’ve told individual customers. Your customers may forget some things, but they will ALWAYS remember when you keep your word. You’ll build trust every time you make good on the things you say.
Pro Tip: Focus on the big picture, as well as the details. And be sure your customers have an efficient and convenient way to contact you for follow-up needs.
2. Build great relationships. Great relationships add value and remind your customers that they are worth more than a sale to you. Get to know your them and let them know you’re invested in finding the solutions they need. Remember, great relationships lead to lasting connections with your customers.
Pro Tip: Technology has allowed businesses to build relationships before customers ever set foot in their businesses or online shops. Take advantage of this by reaching out via online feedback forums and social platforms to build the relationships that will boost your brand in the marketplace.
3. Know what you offer. Today’s customers are experts, thanks to the internet and 24/7 access to just about any information they need. Be sure you’re up-to-date and prepared for any questions your they may have BEFORE they even think of them. When you’re the expert, you instantly build trust and credibility.
Pro Tip: Continuously assess what you offer vs. what your customers are looking for. When you’re one step ahead, you have time to adjust to trends and marketplace needs—and you have time to connect with customers about their new or renewed interests.
4. Be a master communicator. Shoppers are in a hurry, and wasting time will irritate them. You can show that you understand their need for efficiency with organized planning, effective communication, and modern solutions.
Pro Tip: When possible, move past old communication systems to technology that efficiently gets your team on the same platform, working toward unified solutions—at the same time. Your customers will love you when you hear their problems and are able to help them find solutions quickly.
5. Be an active listener. Sometimes it’s about sharing great information with your audience, but sometimes it’s just as important—and even more important—to listen. Pay attention to the things your customers are saying about your business online, on social platforms, and on feedback forums. Social media allows you to respond quickly to concerns, and while you’re there, you can also learn what potential trends are heading your way.
Pro Tip: Back in the day, social listening happened at the local coffee spot—and if you weren’t there, you missed out. Today, businesses have the ability to get in on conversations early and deliver actionable solutions. Take advantage of this by listening to what your followers are saying on Facebook, Twitter, and other social sites—and take this as your cue to jump in and get proactive.
NOW is your time. You’ve got the tools, the tech, the talent. Whatever the size of your business, all you have to do is take advantage of what’s at your fingertips. Social media is a powerful tool that will put you in the driver’s seat. You get to decide the direction of your success and the conversations you’re going to have.
So get out there and do your thing. Build your brand. Tell people how amazing you are. Show them why you’re the best. Combine your talent with the tools that are out there…and create something magical that your customers will love!