As a small business owner, you might wonder how you can start an array of customers lining up for your products. It definitely isn’t built overnight, and it is a continuous work in progress to create and sustain a customer connection. It is an endless learning process, from responsive communication to routine checking up on your customers, these are our 10 strategies to help you build and maintain your customer network:
Here are the top 10 strategies to help you build and maintain your customer network:
1. Every client is a single individual
Be specific with your style towards each customer. Your head-on approach with one customer may not exactly work with another. Some other customers would prefer to inquire more about the product first, knowing its benefits and such, before investing in it. There are also customers who are eager to purchase right away even with just one glance from your website. It’s really knowing more about what your client needs and how your client feels about the product, for you to incorporate the best approach to communicating with your customers.
Photo by Yan Krukov via Pexels
2. On a personal level
In line with knowing your customers better, make them feel that they are not really in a business talk, but more of a friendly chat. This way, your customers can feel at ease by opening up more about what product or service they really want, and you can discuss more about how your product can be of help to them.
3. Be responsive and active online
While you can set up automated messages to make sure there is no dead air in your communication with your customers, it is (imperative) that you are online as much as possible. Automated messages can make your customers feel like they are talking to a bot, and that is not how you want to start your conversation with your client.
It is tough to be online 24/7, so you can have automated messages set up simply to establish a window when you can respond such as 24 hours, or within the day, so your customer will not wait around wondering if you will get back to them at all. Your job, on the other hand, is to make sure to follow through on that promise.
Photo by Karolina Grabowska from Pexels
4. Meet your customers
In this world of online transactions, encourage face-to-face meetups or video calls to create a persona for your customers. Having those conversations nurture an environment where your customers can talk freely without the limitations of text and email messaging.
Show that you really care for your customers by making sure they also know your face, how you talk to them (aside from emails and written correspondence), and your eagerness to help them through your products and services.
5. Don’t leave them hanging
Haven’t heard from your customer in a week? Your client may have just missed your email, so a nice follow-up should give them a little nudge. Make your client feel that you already value them from the point of inquiry up until the point of sale, and even after then.
You want to know their feedback, as well. If they are satisfied clients, great! If they have some recommendations for you, it’s better to hear from your own customers so they can also anticipate your growth as an entrepreneur. These testimonials from your patrons are also assets that can drive longer customer connections and potential new customers in the future.
Photo by Sora Shimazaki from Pexels
6. Go the extra mile
What else can you do for your clients? Expanding your business scope may be an answer, but it doesn’t have to be as big as that. Loyalty cards or frequent buyer points can go a long way to get your customers to stay with you and your services.
It has been proven that 50-80% of a brand’s customers purchase their products again to redeem their freebies because of loyalty programs (Forbes.com). You can keep track of your client’s purchases through virtual cards and/or QR codes so your customers can easily access them, as well.
Tiered-level loyalty programs are also a thing nowadays, where your customers earn more points or get more discounts the more they shop.
7. Create social media accounts for your business
Aside from getting connected through emails, having social media accounts for your customers to get in touch with you has proven to be essential. Since some clients mostly browse social media pages to see something of their interest, it’s great to build a platform where you can connect to your customers in their place of comfort – whether it be Facebook, Instagram, or Twitter – you want your customers to reach you even if they are not on your website. Also, keep in mind that you must be extra cautious when you are still growing your business in order to avoid a bad reputation that will lead to the breakdown of your business.
Photo by Tracy Le Blanc via Pexels
8. Remember your clients who supported you
From your first customer who stood by you and helped you improve your business, each one of them got you to where you are and where you will be. Even if they are continued patrons or if you have grown apart, keep them in mind by checking up on them or sending them love from time to time, through tokens or appreciation messages. They may have purchased from you one or multiple times, and that only means that they supported your business and helped you grow in the long run.
9. Get those feedback coming
Encourage your clients and visitors to send feedback, either via a feedback form right after their purchase, or as a pop-up message as they browse your website. As we said earlier, you have to tailor-fit your approach to different types of clients. A customer feedback form would be great for your patrons, and a quick 1 to 5-star rating can be done with website visitors. The important thing is you receive reviews or feedback on how to improve your website, your products, and your service – these are key for you to develop your business as you grow.
Photo by Andrea Piacquadio via Pexels
10. Thank your customers
In every conversation, it is crucial to thank the person you are transacting with. So aside from a “thank you for your purchase” email, give an extra shoutout, say, to the first ten or hundred customers who helped you establish your name in the business.
Send out personalised thank you cards and/or emails, to make your customers feel that they are extremely valued for supporting your business.
All these steps go hand in hand, and it is an ongoing cycle to continue harnessing the customer connections that you have. Your products and services may be what your customers are looking for, but you are still the face of your business. How you interact with your customers can make or break a relationship that will last until your business stands.
