Forging strong and wholesome relationships with our customers is actually a very easy task. The bedrock of this important connection is communication.
I have listed below some great and effective ways to keep the customers returning to our organisation for their needs.
- What do the customers need? This is different from what you think the customers need. A responsive and a reputed organisation always listens to its customers, takes their feedback and suggestions, and works upon them.
- How are we different from the competitors? A loyal base of customers is formed by sharing with them in explicit and concrete terms how one’s product/service different from that of the competitors. One should possess thorough knowledge of the competition to ascertain the differentiating factors, and this should then be presented to the customers in easy language.
- Why should the business be given to my organisation? This strategy works on educating and informing the customers about those aspects of one’s work that set one apart from the others. This dissemination of knowledge can happen through sharing of latest projects, the use of new technology, testimonials from other customers, success stories, et al.
- What else can we offer? A thorough research of the demographics and the psychographics of the customers enables one to know what motivates a customer to continue their business with the organisation. Based on this knowledge, one can offer loyalty benefits, special packages, extended warranties and the like.
- Are we improving continuously? The value being offered to the customers is perpetually increasing if the organisation regularly reviews its products and services. Continuous improvement in the offerings of the company, keep it above the competition and appealing to the customers. Product enhancements, process optimisations, innovative solutions are the activities that lie within this area.
Being customer centric, not only in letter but in spirit is the only fool-proof way to retain loyal and paying customers.
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