The digital age has been great for the growth of the business, but it has also brought unintended consequences. Like the old days, customers are not loyal to one brand- they regularly switch between providers. From buying makeup kits to dog food, customers are willing to change the brand.
Why is it hard to keep customers and develop long-lasting customer relationships? The answer is the customer doesn't want a quality product. The customer is looking for better services as well.
Customer relationships are like other relationships. You need to invest time and build trust to gain loyalty. Here are few tips to build a long-lasting customer relationship.
Creating retention focused customer relationship
The biggest mistake brands do, is to start focusing on retention relationships at the start of buying cycle. How can you expect any new customers to keep if they started using your brand?
It doesn't make any sense to build a long-lasting relationship with any new customer. That's why focusing on the existing customer is important.
Focus on building a long-lasting relationship with repeat customers. Marketing strategies like offering discount vouchers, customer loyalty apps, and remarketing repeated customers can help to build customer relationships.
Communication is a crucial way to build a good relationship in real as well as in business life. Language choice is important- the talking way and message content matter a lot. Use communication strategies to personalize the customer experience.
Let's say you sell household appliances. Consider setting up time-based triggers message that sends- how to use guide for the purchased product after a week of purchase. Send complimentary offers or discount vouchers for future purchases.
The personalized customer experience makes the customer thinks that the company cares for them and solutions, persuading them to stay with the brand. Make sure communication provides value.
Don't talk about company products or services or the company. Send helpful blog links, articles, and encourage two-way communication. Have enough resources and a marketing team to answer customers' questions.
Ahead and Beyond
Consumers expect more than products- they expect a good customer experience. You can customize your marketing strategy, but if you don't have the quality to back up your claims, building customer relationship is a long way.
Surprise your customer by going ahead and beyond. The key point is to impress the customer by doing something extraordinary. For example, a cosmetic company sends postcards and new product vouchers to their loyal customers. It is not included in the company's offering, but that's how the brand surprises their customer.
Do something unexpected for your customer. Like sending complimentary treats, gift vouchers, discounts, and more to surprise them.
Ask for Feedbacks
Don't neglect customer feedback. It's a crucial point to build long-lasting customer relationships. Ask for feedback from your customers.
Asking for feedback is as simple as sending an email automatically after they receive their order. Keep the survey short and sweet so the customer can fill the form quickly.
Encourage the customer to provide google reviews and reviews on another platform. Make sure to check reviews at least 2 days a week. Timely replies to good and bad reviews show you are attentive to customer reviews.
Building long-lasting customer relationship is crucial for any business. It helps to improve brand engagement and connect emotionally with customers.
Make sure to provide valuable content, surprising messages, and offering extraordinary discounts, not just sales pitch.