In any business, profit is what keeps the business alive and a major way of making a profit is continuous patronage of customers.
How you manage your customer relationship as a firm determines if you retain customers and get new ones. Businesses clearly need happy customers to survive and thrive. It must constantly be in the minds of decision-makers and key staff in a company to prioritise the need of their customers, as customer satisfaction brings continuous and increased patronage.
Most successful businesses always put good customer relationship at the center of their business, they make sure that anyone who is in charge of dealing with customers has the right temperament and relationship skills to do so, alongside training on customer relationship, this is because they know the importance of maintaining good customer relationship.
Customers are major stakeholders and their relationship should be managed, developed and nurtured. Always have it in mind that your relationship with a customer does not stop after purchase or service has been rendered, it continues after that. Making connections with customers is not necessarily the major work but maintaining those connections into lifelong relationships and partnerships is the end goal and that is what makes a business truly successful. Study shows that 86% of customers are willing to pay more for better customer experience and would even recommend your brand to others.
Businesses need to know their customers and relate with them based on their preferences. This would help communication with customers and potential ones more effective and efficient. A good customer relations officer should research o their customers, so as to be able to accurately start anticipating their needs, and providing the slickest possible experience for every customer: an experience that directly links sales and support, and has a connected supply chain that will help businesses keep their promises.
In this digital age, you can get various information about customers online and you can also reach out to them on various platforms online. The digital platform has made customer relationships more slick, now your information without asking customers, giving them surprise birthday gifts and messages, and other various ways to make your customers feel like royalty using the digital space.
The new trend in Customer relations is making smart moves while engaging with customers, knowing when to talk to them, and what to say, have the information when talking to them, and sometimes relate in a less officially to get them to feel welcomed and part of the family.