Improving customer relations has, for the most part, always been a viable strategy in the world of business. This is because a business generally lives to serve their customers, and if you don’t focus on this relationship then you won’t grab their attention. Without customers and clients, a business is doomed to fail and has no hope of bringing itself out of a pit of obscurity. You’ll forever be known as a business that tackles a niche product with a small audience, or a company that can’t grow and adapt to an ever-changing business environment.
In order to remedy this problem, it’s important to understand how the consumer thinks. You have to learn what the customer wants, and you need to learn how to pamper them with your service. To help you on this journey, we’ve created a list of points that you should be following if you want to grow your business to a point that customers can respect your business and actually feel like their opinion is worth something.
One of the most important things to focus on is feedback. Feedback is generally seen as a nuisance to many businesses because a flustered customer can leave a negative review that’s completely untrue and baseless. However, the way you react to these malicious reviews can often be the difference between making or breaking your business’s public appearance. It’s also important to separate malicious feedback from genuinely constructive feedback. In addition to just listening to feedback, you also need a way to let your customers give you feedback in the first place. This can usually be achieved with a simple website that contains your contact information, but you may also want to use social media or an online live chat system to make it faster and easier for your customers to get in touch.
Take criticism with a grain of salt, but don’t ignore it
Criticism is essential for your business. If you don’t understand what’s going wrong, then you won’t be able to remedy problems that are hidden from your management. As mentioned before, it’s important to separate good criticism from bad, and this is done through experience more than learning. There are times when a disgruntled customer will provide a proper paragraph worth of feedback, but most of it will be rambling and ranting as opposed to real feedback. There are also times when an angry internet user will spout nonsense and their entire message will be in capital letters, but they might have a legitimate concern that could improve your products.
Learn how to appeal to your customers
It’s incredibly important to understand how your customers think, and you can utilize this knowledge through a number of different methods. For starters, if you’re running a beauty salon, then you might want to invest in SEO for med spas instead of hiring generic copywriters and optimization services. This is because they have some knowledge of your industry and understand how people that want to visit a beauty salon think. This knowledge of your consumers is incredibly useful and should never be underestimated. Another good example is understanding seasonal trend changes. People are more likely to visit beauty salons a little before summer because they want to look great for the weather, and that’s when your marketing team should start appealing to them with promises of the “perfect beach body” and so on.
Make public appearances
Never underestimate the power of a public appearance. Whether you’re showing up at an exhibition to showcase your products or you’ve set up a pop-up store in another town to gauge interest, interacting with the consumers directly is a brilliant way to improve your exposure and also get into the minds of the customer. They can provide instant feedback on your products, they’ll tell you where they found out about you, and they’ll give you criticism as well. Making public appearances could also be something that your business is known for, so try your best to get your name out there and show up to as many events as possible.
Connect with them on social media
Social media is another field where you can really get into the head of your consumer. Social media accommodates millions of users across multiple different platforms, and each of them serves a different purpose. Facebook is better for short-form content and advertisements, and it’s also great for interacting with your fans and answering support questions. Twitter, on the other hand, is micro-form content and can usually be used to answer questions. Instagram is the best for showcasing your products with beautiful pictures and images. It’s important to use all three of these and monitor your social media activity. You want to be trendy, hip, and understand everything that’s going on in social media circles so you can take advantage of new developments in the market.
Don’t neglect the importance of your staff
Your staff are also a major factor in building a relationship with the customer. If you have customer support staff, then they have to be friendly and able to withstand some verbal punishment from upset consumers. Yes, it’s not fair that they have to listen to swearing and angry threats, but it’s important for your support staff to remain professional even in the face of an angry consumer. Don’t forget that this is one of the most important aspects of maintaining trust between you and the customer, and don’t neglect the importance of hiring an experienced community manager to manage your social media accounts. They need to be tech-savvy, they need to understand how social media works and they need to be able to engage with the audience.
As you can see, delving into the minds of your consumers requires a lot of patience and research, but the rewards are absolutely worth the effort. The next time you focus on growing your business, try and pay close attention to market trends so you have a better chance of appealing to the audience, and don’t forget to listen to your customers—they are your most valuable source of information.