How many of your customers are loyal to your brand or company? Do your customer service agents interact with your customers in an engaging way? What can you do as a small business owner to add value for your customers and build long-lasting relationships with them? The mentors at Austin SCORE are here to help you build your business with relationship marketing.
Start building your business with relationship marketing by knowing your customers. What is important to your customers? What do they expect from you? Ask these questions and then listen to your customers, respond to them, and follow-up with them. Customer retention is vitally important for small businesses and giving your customers reasons to love you then gives them reason to recommend your business to friends and acquaintances.
It is natural that a negative experience will affect future interactions with a customer. But, a great first impression can go a long way toward building a customer relationship that brings about customer loyalty and future sales. One way to keep your customer relationships positive is to build a knowledgeable and talented customer service team. It is also important to keep your team happy. If your customer service agents are happy, this will be reflected in the interpersonal communications they have with your customers.
In today’s connected world, it is very important to engage your customers directly through social media. Solve their problems or concerns efficiently. Strive to make your company different from your competitors’ companies. Brainstorming with your sales and customer service teams is a great way to generate ideas that can add value for your customers, whether that is by extending your live customer service hours or offering specials or discounted shipping. Be creative in this area and you will stand out amongst the competition.
Lastly, solicit feedback from your customers – good and bad – and respond by giving them what they need. In the end, you will have customers who trust you and your company, and your relationship marketing efforts will encourage repeated sales. Consider a loyalty and rewards program – it can go a long way toward retaining customers. Your customers will be satisfied and enticed to keep coming back, and your sales reports will reflect that.
Build Your Business with Relationship Marketing
Location: SCORE Office
Westland Office Park, Building M (at the rear)
5524 Bee Cave Road
Austin, TX, 78746
Date & Time: Thursday, February 21, 2019, 10:00am CST
Gwendolen will introduce relationship marketing, so you can market yourself in a way that gets you seen and known quickly through real connections with real people.