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Customer Relationship & Marketing

by Sunanda K. Chavan on Thursday 9 June 2011, 5:30 PM | Category: Marketing Communication| View: 804 views
 
 
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If you make customers unhappy in the physical world, they might each tell 6 friends.
If you make customers unhappy on the Internet, they can each tell 6,000 friends.

 

It's never uncomplicated to win new customers but anyways you can always find ways to revive the way you deliver your services. Seasonal changes to decor, a new way to answer the phone, a different tagline in an email anything to get their attention If you use equipment in the delivery of your service replace it before it's completely through its useful life.  Don't hang around for a customer to remark on it.

 

Encourage customers who are fans to "Like" you on Facebook

Don't assume they'll tell others about you. Make it easy for them to do it.

Sign up a secret shopper service to go through your customer experience periodically.

Have customer's complete surveys about shopping experiences.

Have employees identified themselves by name and with badge so customers can remember them.

And don't just spy on your employees.

Reward great service and retrain those who aren't delivering it.

Remember "The quality of our work depends on the quality of our people."

"The goal as a company is to have customer service that is not just the best, but legendary."

 

Many businesses linger for customers to establish their merit before they begin to take steps to reinforce the relationship as an alternative, move towards everyone as a potential lifer: Don't adopt the mindset that a customer must 'earn' their way into your good graces as a business. Instead, we assume from the very beginning that this new customer is going to be a long-term loyal customer and treat them as such. By treating your customers respectfully from the start and expecting that they will pay on time rather than prodding those about payment deadlines before it ever becomes an issue can engender long-term customer loyalty

 

In many businesses 80% of sales come from just 20% of customers.

A customer for life is someone who will always buy from you whenever possible, and will tell their friends about your business

It outlays five times more to win a new customer than keep an old one.

 

The ability to have personal customer relationships is one of the biggest advantages small businesses have in the marketplace.

 

Communicate with your customers. Genuine interest in their satisfaction will help make customers feel valued and therefore more loyal.

Branding alone will not make customers loyal, but back up a good product and customer service with branding and loyalty will develop quicker.

 

"One customer, well taken care of, could be more valuable than $10,000 worth of advertising"

 

 

 

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