When you own a business, keeping your customers happy can sometimes feel like an impossible task. There’s a well-known saying that you can’t please all of the people all of the time. While that’s probably true, luckily there are things you can do to keep the majority of your customers satisfied. Here are five strategies to adopt if you’re serious about giving the people what they want.
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1. Use Your Customers’ Preferred Contact Methods
When it comes to staying in contact with your consumer base, you might think that any communication is better than no communication. But this isn’t necessarily the case. It is common for different people to prefer different outreach methods. For example, some customers may prefer updates and notifications by text. Others might become irritated and block your number if you contact them that way.
You can go a long way toward building rapport and trust with consumers by using their preferred communication methods. Customer relationship management software enables you to do this in a smooth, organized way. A CRM for small business makes it possible for you to keep all your contacts — and their preferred contact methods — in one place. It also makes it easier for you to nurture new leads with immediate automated responses and cart reminders. Your regular, customized outreach efforts will help you keep your consumer base happy.
2. Analyze Market Trends
Beyond reaching out directly, you can learn much about your audience’s needs and wants by analyzing market trends. In addition to revealing ways to keep your customers happy, a market trend analysis will also allow you to see what your competitors are doing right. You can use the information from this process to ride the waves of success created by your competition. You can also use it to avoid the wipeouts they’ve succumbed to.
Use trend analysis data to gain a fuller understanding of your audience’s interests and habits. Learn more about their buying behaviors, customer preferences, and where they spend most of their time shopping. Then act on what you learn from your analysis to change the way you market your products. Your newfound knowledge can help you tailor your products and marketing strategies to your customers’ specific needs.
3. Conduct Surveys
When you’re heading to dinner with your partner, you probably ask them where they want to eat. When you’re planning a birthday party for a friend, you likely inquire about what they’d like to do. From everyday life experiences, you know that the best way to learn what a person wants is to ask them. It’s no different in the business world. Asking your customers what they want is typically a much better option than trying to guess.
Conducting customer surveys is a great way to get valuable feedback from the people keeping you in business. There are different types of surveys you can send out, from post-purchase surveys to customer satisfaction questionnaires. You can automatically send surveys at certain points along the customer journey if you’re using a CRM. You can also post them on your social media platforms. Just be aware that anyone can comment on your public posts and skew your survey results, even if they aren’t real customers.
4. Implement Customer Feedback
Most customers are willing to tell you how to improve if you give them the chance — hence the advice about surveys. But even the most efficient feedback collection process won’t do you any good unless you act on it. The last thing you want is to collect customer feedback and then let it sit forgotten in some spreadsheet. You can’t possibly implement every piece of feedback you receive. But you can watch for patterns and make changes in response to advice or complaints that come up consistently.
For example, if you’ve noticed an influx of customers complaining about your shipping times, it’s probably time to brainstorm solutions. You might consider testing out a new shipping provider to see whether they can offer faster shipping times for a reasonable price. Or you might look into renting out a larger warehouse that’s capable of storing more inventory. That way, you’ll be less likely to experience supply chain delays that could impact your order fulfillment timelines.
5. Reward Loyal Customers
Your clients have plenty of other companies they could give their business to, but they choose to stick with you. That kind of loyalty deserves to be recognized and rewarded. You can offer long-time customers loyalty discounts, free products, and other rewards to show your appreciation. Keeping current shoppers happy is just as important as gaining new ones — and arguably more so.
You can guarantee that your competitors are trying to get your customers to ditch you and shop with them. When you go the extra mile to reward loyal shoppers, you build a connection with them that’s difficult to break. Instead of leaving you for greener pastures, they’ll be more likely to stick with you for the long haul. Even better, they’ll probably talk about how great you are on social media. Word-of-mouth recommendations are some of the most effective forms of marketing, and they don’t cost you a dime.
Growing a small business can be challenging, and the way you treat your clients can help or hinder your success. Your business is much more likely to thrive when your customers are happy. Implement the strategies above to give the people what they want — so they’ll keep coming back for more.