“Do what you do so well that they will want to see it again and bring their friends”- Walt Disney’s slogan for their customers is so appropriate for today’s eCommerce businesses worldwide. Creating love between a company and its customers is essential more than anything to scale positive word of mouth which is as you know priceless in any case. So you can see a customer-focused culture in a business is an opportunity for all which should not be overlooked and surprisingly most of the businesses fail to do so. Well the data speaks for itself:
- Up to 40% of the customers switch loyalty because of bad customer service.
- 52% of the customers stop buying after a bad customer experience.
- 45% of the customers are willing to pay more for better customer service.
- 42% of customers have purchased more after a good customer service.
Therefore, solidify your relationships with your customers in a meaningful way and here are top ways to do it. Let’s have a look!
Always interact with your customers and treat them right!
Happy customers are those who get their issues resolved within time and they are the genuine source of your branding through word of mouth. Hence don’t act as a faceless brand in front of your customers and genuinely involve yourself in the communication with your customers as a person who represents the business. Talk to them in a way that you do in person not in a way that you would like in a press release.
Don’t come on too strong – Simplify your registration process!
Don’t trouble your customers with lots of information fields at the entrance of your website. Ask them only what is needed and relevant at the time of your first interaction. Keep your signup form as minimal as possible that won’t haunt your valuable prospects.
Well there are number of articles describing signup form best practices, find out what you should include in order to not to frustrate your customers with your hasty registration process.
Always Listen- What your customers are saying!
Gather information from your customers about what they truly think about your services. Customers are the lifeblood of your organization and not following through their requests and demands could cause a severe backlash. You can use following methods to gather your customer’s feedback:
- Focus groups
- Social media
- Communities and groups
- Emails and web forms
So these are some must adopted points to keep your customers happy and your business growing. Share your opinions in the comments below.