Turn Your Customers into Your Influencer Army

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Customer relations done right can turn your customer base into enthusiastic advocates for your brand. Now, who doesn’t want customers who pay, stay, and refer

It’s time to go above and beyond good customer service and forge a wonderful customer relationship.

Creating and maintaining valuable connections with the people who support your brand is crucial for any business aiming to thrive. Not only do strong customer relationships improve retention, they also encourage loyalty. Forrester found that customers are 2.4x more likely to stick with a brand or company that can solve their issues quickly and 10x more likely to tell other people about it when the employees they interact with can answer all their questions. 

But first things first… you have to know exactly who your customers are. When you can get into the mind of your ideal customer, you’ll be able to connect with them on a deeper, more personal level so that you’re simpatico when it comes to anything that has to do with your products or service. And it adds a personalized approach to providing them a wonderful customer experience.

Now, where to begin developing a strong connection with your customers?

🪄 Make your Small Business Digital Ready

Small doesn’t necessarily mean limited. A digital presence can help you reach a wider audience and connect with more of your ideal customers. Automating many of your processes can also provide your clients with many of the necessary services or assistance anytime, anywhere, without you (or your team) having to physically and individually do everything yourself. Check out how you can make it happen here: Small Business Digital Ready.

🪄 Understand the Customer Experience

Customer experience is more than just providing good customer service. It’s about carefully planning and executing every interaction a customer has with your brand – from browsing your website and engaging with your marketing to buying a product and receiving after-sales support – to ensure these interactions are smooth and enjoyable. Prioritizing the customer experience makes every touchpoint positive and memorable for your customers. 

🪄 Voice of Customer Surveys

Want to know what your customers really think? Ask them! Voice of Customer (VoC) surveys are a great way to gather direct feedback and keep your finger on the pulse of your brand reputation. These surveys help you understand what your customers love about your brand and what needs improvement – because not all unhappy customers are going to tell you upfront. 

A White House Office of Consumer Affairs report found that for every customer who complains, 26 more just keep silent; however, 95% of those who had a bad experience are likely to tell others. On the other hand, 85% of American customers will recommend a company whose service they rate as “very good.” Regularly conducting these surveys and acting on the feedback can help you fine-tune your services to better meet customer needs.

🪄 Analytics are Your Friends

Data is your friend when it comes to understanding customer behavior. Website and traffic analytics give you a wealth of information about what your customers are doing and what they like. By analyzing this data, you can tailor your content and strategies to better align with customer preferences. Knowing which pages they visit most or which products are popular can help you optimize their experience.

🪄 Keep Them Engaged

The relationship with your customer doesn’t stop once they make a purchase. It’s important to keep the engagement going to build long-term loyalty. Stay in touch through email newsletters, social media, and loyalty programs. Regular updates, special offers, and valuable content can keep your brand on their radar and encourage them to come back.

🪄 Personalization and Human Touch

Customers appreciate when businesses remember their preferences and past interactions. Personalized emails, tailored recommendations, and direct follow-ups show that you value them as individuals. This not only boosts customer satisfaction but also builds a deeper emotional connection with your brand.

Creating strong customer relationships involves several strategies, but by taking the time to iron them out and integrate them into your business plan, you can cultivate loyal customers who will promote your brand. Remember, a happy customer is your best marketing tool—nurture these relationships to help your business flourish.

Want more insightful tips from experienced entrepreneurs who’ve gone down this road before? Book a mentor session today. Not a member yet? Try Selfmade FREE for 7 days! 

June 11, 2024

Emily Oberman