When you speak with customers in person, ask about their interests and concerns, as well as what is working and not working for them with respect to your own business. Remembering a customer’s name, family members and other personal details can go a long way. Taking notes will help you to remember specific details about a customer’s feedback, allowing you to learn more about each customer’s particular experience. Special events are a good way to meet face-to-face and get to know customers on a personal basis. They also provide a space for customers to ask questions and make suggestions; you will also learn a great deal about customers’ needs and desires. [2] X Research source [3] X Research source [4] X Research source [5] X Research source
A customer database will contain phone numbers, mail and e-mail addresses, as well as more complex data regarding customer preferences, behaviour, order history, as well as information about how your business is meeting customer needs. [6] X Research source [7] X Research source
A customer is more likely to frequent your business if they feel they are heard; surveys, polls and questionnaires will provide a voice to your customer and increase their engagement with you and your business. Employee satisfaction also plays an important role in developing and maintaining relationships with customers. Gauging your employees’ level of satisfaction, and encouraging their suggestions for improvements in your business, will provide important feedback and contribute to customer satisfaction. [8] X Research source [9] X Research source
Asking specific questions about a customer’s needs and level of satisfaction will provide important information that you can act upon to improve your relationship to them, as well as improve customer service more generally. Analyzing published market research will help you to build a larger picture of particular segments of customers, and provide information you can use to improve your business relationship to specific demographics. Depending on the size of your, business analytics software and other types of computer technology can help gather information that will help you to communicate effectively with customers. [10] X Research source [11] X Research source [12] X Research source [13] X Research source
It is important to stay in your customer’s thoughts after an initial meeting. Make sure to establish a line of communication with the customer early on, whether through an e-mail message, newsletter, or other means. Don’t focus exclusively on your company’s products or services, or only contact customers when you are trying to earn their business. Updates on events, product or service advancements, or other news will help to build communication between you and the customer that is not strictly based on business. Engaging a customer in your business - finding ways of actively involving them in the development and improvement of your business - is an important component of building a relationship with them. Focus on developing two-way communication with customers. [15] X Research source [16] X Research source
Set up a Facebook page, Twitter account, or use other social media platforms to keep your customers informed. Invite your customers to visit your business profiles on social media. [19] X Research source
Let your customers know that honest, constructive feedback is encouraged, and be open to suggestions from your customers as to how you can improve your business. Always listen carefully and respond in a manner that lets the client know you understand the suggestions or critiques that have been offered. [21] X Research source [22] X Research source
Always keep your commitments. Attempts to earn trust by making commitments that cannot be kept will only hurt the customer relationship. Be open and honest about any problems you encounter. If you cannot meet a deadline, have difficulty locating a particular product, or encounter difficulties providing a specific service, notify the customer immediately. [24] X Research source [25] X Research source
You can create an online resource for customers to track orders, monitor the progress of a project, or find other important information about the particular product or service they have invested in. [26] X Research source
Reward programs for frequent customers, particularly for those who invest the most time and money in your business, helps to create loyal customers. Rewards might include loyalty points cards, gift cards, and special sales. [28] X Research source [29] X Research source [30] X Research source [31] X Research source
Speak with customers directly. Difficulty reaching a real human being, and the long waits associated with customer service phone lines, can negatively impact a customer’s feelings about your business. Avoid outsourcing your business social media presence or customer service. Customers appreciate authentic, personal service. [32] X Research source
