Your customers are the key to recognition
Without customers, a product doesn’t get any recognition, and the business can’t flourish. Thus, customers are the single most valuable asset a business can have.
In order to engage and retain your customers, you need to understand their behavior, and know how to communicate with them. This will, in return, help you promote your brand naturally through word of mouth marketing.
If you are short on time, you can download this easy to follow checklist to improve your customer relationship in no time. Get the checklist below:
Recent research shows that word of mouth or referral marketing is one of the highest converting types of marketing – a recommendation for a product can increase the potential of purchase by up to 82%.
Word of mouth marketing is more than just a tap on the back from friends and family. It’s about creating a positive brand image based on customer feedback. It could be something as simple as a tweet or a well-earned mention on a reputable publication relevant to your niche.
Customer relationship management has become a big deal to eCommerce businesses everywhere, and word of mouth is just one of the many reasons why it’s crucial to foster healthy relationships with all of your customers.
During the course of this post, we will explore several ways in which you can improve the relationships you have with your customers.
Creating an authentic brand
The best products are those that innovate new ways of thinking, new ways of doing.
Trust is a vital component in structuring a brand image based on customer perception. In order to nurture trust between the business and the customer, the company needs to embrace transparency in relation to its operations of business, including the roadmap for the product as it continues to improve the lives of customers who use it.
According to Bonfire Marketing, the number one customer behavior factor is brand honesty about the products and services that it provides.
If you would like to see an example of a digital business that has embraced complete transparency, head over to BufferApp’s transparency page to learn how a company can remain profitable while being fully transparent about its business operations, long-term plans and strategic approaches to growth.
One of the biggest challenges for eCommerce businesses is that products aren’t being sold in person. Thus, in the event of particular issues with the product, customers’ only way of communication is email, and phone if the problem is urgent.
However, most product related issues are generally resolved through email. It’s fast, convenient and allows you to deal with the problem at hand in an efficient manner. To improve customer communication and customer satisfaction, it might help to take it a step further.
Studies show that a positive customer experience will increase the chance of customers sharing that positive experience with others by up to 72%.
Don’t let the digital barrier become a thing. If there’s ever a sensitive issue happening with a customer, pick up your phone and contact them directly.
The right moment won’t come, you have to make it yourself.
Communicate often, because you want to
To add to the topic of customer communication, it’s important to remember that communication shouldn’t happen at important, desperate times only.
In fact, it might be helpful to stay in touch with your customers on a frequent basis to promote new ideas, foster an environment of value, and encourage customers to express their needs and wants.
Email marketing is often used as a method for promoting existing and new products as they become ready, but that isn’t the only way to utilize this amazing marketing channel. Another way to strengthen communication is through a concise content schedule specifically designed for email.
When you portray yourself as a thought leader on a specific matter, such as your business niche, you’re automatically planting that thought into the minds of your customers, and before you know it – customers are looking up to you for the latest information in the field you’re working in.
Build a community
Launching your digital enterprise is the first step, but in order to attract masses to your online store; you will need to look into methods for building an online community.
Apart from the already great methods you’ve seen so far for creating stronger customer relationships, it’s worth understanding the implications of creating a community around your brand, products, and the message that you’re trying to convey to the world.
eCommerce businesses have the definite advantage of being able to tap into a vast pool of potential customers whom reside on social media. Through a strategic approach, an eCommerce business can build a community on social media for any specific purpose; increase followers, drive sales, or create brand awareness.
Take a look at how Snuggle incorporated social media into their community development strategy. Their approach of sharing kindness and inviting others to share the impact that their product has had on their lives, enabled them to tap into a previously unmarked territory of customers, whilst allowing existing customers to feel like they’re collectively contributing to a bigger picture.
The foundation of your community begins with your long-term vision. Brands such as SpaceX have embraced their commitment to help make the world a better place through rocket engineering. This has helped them attract the attention of individuals who are seriously passionate about space exploration, and what it means to human evolution.
The Pebble Smartwatch was one of the most successful Kickstarter campaigns ever built, which automatically helped the creators of the watch establish a community around their idea, beliefs, and the final product, which is still in active development today. Perhaps more than anything, the most crucial aspect of community building is the passion that you and your business have for the product that you’re selling.
Customer satisfaction leads to success
Where does your company stand regarding fostering stronger customer relationships? Through implementing the above techniques, you can enjoy a deeper connection with those who are already passionate about your product experience, and if you feel that some of these steps already work for you – perhaps it’s time to revisit your mission statement and clarify where you stand today.
We would love to hear about your personal stories of success, in particular around building brand communities and using communication as means of creating brand identity. Add your thoughts in the comments below, and share your experience.