What your customers think and how they act towards your company is important for the success of your business. Your business only thrives if your employees believe in your business, as they in turn, will project these positive feelings towards your current and potential customers.

So how do improve online customer relationships?

Even if you have existing positive customer relationships, you must, as a business, constantly be putting in active effort in improving customer satisfaction. Positive engagements will result in repeat engagements.

The key to improving online customer relationships is communication.

 1.    Have content that they want to see.

Research about your target consumer, and create your content around them and their needs. For example, do you sell baby products? Well write blogs about motherhood, invite bloggers to write reviews, and create affiliations with family support groups.

 2.    Personalise your messages.

When your current and potential customers read your emails, text messages, and advertisements, they don’t want to feel like just another person with a wallet full of cash that you want. Start each email with your name,  thank them when they buy something, wish them happy birthday on their birthday, and take note of holidays, and utilise pop culture in your messages. Show them your appreciation for their support, and let them know that you care about them, not just their money. Also when you speak to them, talk like a human, not an employee.

 3.    Ask for customer feedback.

Create short and concise customer feedback surveys, address each and every customer feedback, have WORKING contact platforms, give a time frame for when a representative will respond, and respond within that time frame. Who better knows what a customer thinks and wants than the actual customer?

 4.    Use Social Media to measure and gain customer satisfaction

When online shoppers feel disgruntled, or are happy with a brand or product, they naturally stay within their element to air these emotions. Make sure you have social media accounts for your business, have someone running these accounts and monitoring the comments, and use the available software to measure the success of your business with its online shoppers.

 5.    Keep your current customers to keep your business.

According to the Gartner Group, 80% of your business’ future revenue comes from 20% of your existing customers. Bain and Co. stated that increasing your customer retention by 5% will increase your profitability by 75%. Even more interesting, Lee Resource Inc has found out that attracting new customers costs 5 times more than retaining current customers.

So after reading all of this, are your customer relationship skills up to par? Or is there improvements to be made?

 

 

Bernice Abuan

[email protected]