The key to growing your customer base is to get them to return. Research has shows loyal customers account for more than 50% of a business’ sales and help a business to attract new customers based on their recommendations. A positive “word of mouth” often carries more weight than many other sources of information. On the other hand, customers that have had a bad experience with your business will tend to tell others about their experience and generate a “strong” negative image of your business.
So the key is to provide a positive experience for customers by providing a quality and cost effective service and hopefully earn their loyalty in return.
In order to ensure that a customer has a positive experience with your firm you first need to accept and understand that they are “KING”. Put simply your business would not exist without customers; you are in fact dependent on them. As a result you must never take you customers for granted.
If you accept the customer is “KING” you will focus on satisfying your customers needs more easily.
Customer satisfaction is achieved by;
1) Satisfying your customers needs with your service/product
2) Building a relationship with your customers.
Here are a few tips on how you to satisfy customers need and build a relationship with them.
1) Accessible: Make it easy for your customers to locate your business
2) Competent: Know your product or service and share this knowledge with your customer.
3) Courteous: Be polite to your customers. Acknowledge they exist.
4) Credible: Other customers’ satisfaction provides you with a positive reputation. The quality of your environment and service also provides credibility.
5) Reliability: Provide a service or product consistently. Do what you promised!
6) Responsive: Listen to what customers want and supply it. Also react positively to their complaints.
7) Customer understanding: Listen to what the customer wants or maybe anticipating what the customer wants.
8) Communicate: Listen to what customers want and respond to their queries.
9) Supply: Provide a service or product that exceeds the customer’s expectations!