Keeping your customers happy is a very important part of any business. In order to keep them coming back and spreading the word about your business, you want them to absolutely love you and love the products & services that you provide them. But just how can you keep your customers happy and coming back for more?
Good Customer Service
Having good customer service is incredibly important. If your customers have a question, concern, problem with their product or service, etc... You want them to know that they can always contact you for assistance.
- Offer your customers a variety of ways to contact you such as: E-mail, Phone, Interaction through Social Media, (possibly) Online chat, etc...
- Make sure you let your customers know how long your approximate response time is to e-mails or Social Media
- Once you receive an inquiry, make sure that e-mail, voice mail, Social Media message, etc... is answered in a very timely manner. The usual turnaround time for a response is 24-48 hours unless you are very busy and receive many inquiries.
Once you are ready to answer your inquiry, make sure that your response is personalized, polite, tailored to the person who is contacting you and thorough. If they ask you a question about a product or service, answer them and give even more information. Offering too much information is better than not offering enough information. This will make the customer feel at ease and it can possibly answer even more questions that they may have.
Social Media Interaction
Interacting with your customers through Social Media will help them know that you care about them as a person and not just them as a customer. You want them to know that you care about what they have to say.
If you're browsing through your timeline and see that a follower (customer or potential customer) posted something interesting, reply or like it. Even if it has nothing to do with your business, take the time to show them that you care.
If you see that a customer posted something about your company, comment back! If it's a compliment, reply thanking them for complimenting your business. If it's a problem that they are having, reply and ask what you can do to help them or their situation. Social Media is a simple, easy and quick way to get to know and help your customers.
Listen to Your Customers
You can do this in a few ways:
- Posting a question or poll on Social Media
- Asking your customers to provide input for a product or service
- Putting together a focus group
- Send out a survey
- Post a poll on your website or blog
Once you have responses or feedback, take the answers into account and follow through. Your customers are the most vital part of your business because they are the ones who are the consumers or clients of your product and services. Listening to your customers will make them feel like they are a part of your business.
Post Helpful & Engaging Content
I am a big believer that every business & company should have a blog. Blogs help you to market your business, get more visibility, prove that you are an expert in your field and can both entertain and help your customers through your blog posts.
Make sure that you post great content on a regular basis to keep your customers & readers engaged and coming back. Being consistent is the key to a successful business blog! Your content should be a good mix of informative, helpful and entertaining/interesting. Post about your new products & their uses, post information about a new trend that is within your industry, write an entertaining post about something that is going on within your industry or just write an informative post that will answer a question or questions that they may have.
Be Very Transparent
Make sure your customers know everything about your business, products and/or services. Let them know exactly what they're getting, when they should be getting it or exactly how your services work.
Example: When a client contacts me to ask about a certain service, I respond to them by mapping out exactly how I perform my services. I let them know the entire process from the free consultations that I offer, to how I plan to help them, to the delivery of my services. I give them a very realistic timeline of how long a project will take and I also let them know my fees associated with that service. I am very clear and consist when I respond to them so that they feel comfortable in knowing every single thing that I can do for them and how I can help them.
Transparency is very important because customers want to know what they are getting and when they should expect to receive a product or end result on a service.
Remember, your customers are your business. They are the ones that keep your business going by purchasing products or services, telling others about your business/spreading the word and you want them to be happy. You want your customer satisfaction rate to be phenomenal and you want to build the trust and customer loyalty that will continue to grow your business.
How do you keep your customers happy?