In business, customers are more than just a profit. Also, it costs more to have new customers than to keep the old ones. So when you have customers, you must nurture and care for them.
It’s important to make the customer feel happy and loved. Also, you need to make them repeat customers, so they bring their friends.
If you have unhappy customers, they will share negative experiences and cause damage to the brand.
That’s why businesses require their customers to fall in love with the brand so that they can stay for a longer time.
And to do that, here is what can help you.
Recognize The Importance Of Word of Mouth Marketing
WOM or word of mouth is a priceless asset for your business; regardless of what you do, WOMM is hands down the most effective as well as a reliable type of marketing.
The Reasons why WOM holds such importance :
Trust And Credibility
Consumers have more trust in their friends rather than the brand that is selling its product to earn a profit from them.
That’s why word of mouth is the most valuable source of marketing.
According to a Neilsen study, 92% of consumers believe that suggestions or recommendations from their family or friends have more trust than advertising.
Referrals And More Customers
The WOM doesn’t end with one customer; it gets more and more as one person tells another, and that one will tell someone else. It forms a chain that ensures the brand gets customers without even advertising much.
It gives great exposure and distribution if you use it successfully.
The Other Side Of WOM
The other side of using WOM says if you don’t use it well or make some major mistakes, the whole thing can turn negative for you.
The chain continues as one person who had a bad experience will tell others. So without even having first-hand experience, the other person will not consider using the brand.
Start Before They Are Your Customer
Help the customers whenever you can, even before they become your customer. This is one of the best ways to help fall in love with your brand. However, this needs to be carefully planned.
There are three basic steps.
Understand The Ideal Customers
If you want to offer the actors what they want, first, you need to know who they are.
You will first require clear customer profiles of your ideal prospects and customers.
An ideal customer profile will help grow the segment’s basic demographics, desires, fears, and needs. Also, this will help in building a loyal customer base.
You can create a detailed profile for what your types of customers look like, and the best groundwork can help in targeting the natural fit for your brand.
Also, you can highlight your problem clients; this will help reduce the complaints and negative reviews.
Quality Of Leads
After you create the ideal customer profile, you also need to understand the system that can place your quality leads.
Quality leads are those who are serious about their need and what you do as proof and ready to buy.
Maybe they are not doing it right away, but they make the purchase at some point.
These types of leads are loyal, stay long-term, and are considered long-term investments for the brand.
Designing The Experience
After your quality leads become your customers here, you need to ensure they have a delightful experience, which helps build customer loyalty.
You will also help in understanding what your customer is looking for and keeping them by offering a delightful experience.
Manage The Customer Expectations
When you have too many negative experiences, it can boil down to unmet expectations.
Also, the customer expects something from you, but when you fail to deliver it, or maybe that expectation never occurred, or you have no control over it.
However, it can be resolved easily; here are some of the points that might help you.
Find Out What They Are Looking For
Find out what your customers expect, and make it as personal as possible. The best way is to talk to them, but ask open-ended questions during your conversation.
Also, understand the customer precipitation. Also, open-ended questions require the customer to say more than yes or no.
Here are some of the questions you can ask, it includes:
- What kind of results are you expecting?
- Where do your overall goals sell or fit?
- What is your ideal timeframe?
- What else will happen in life or business in order to meet the goals?
Be Honest And Fully Disclosure
The key to managing the expectation of new customers is to be more honest with your moderately important terms.
Think about the full disclosure; remember that you need to tell them what they will get beforehand.
To afford this from your customer’s perspective to ensure customer satisfaction.
Consider The UnderPromise And Overdeliver
This can be helpful to satisfy the customer every time. However, for the new business, it might be tempting to consider too much with themselves and do whatever it takes to do it.
But instead of doing that, you can do the opposite: finish the product or deliver it within the days you promised or even before it.
Communicate Often And More
Communication is what makes your customer connect with you. That’s why they do it more often, with this you can tell them if there is any problem during the delivery or product.
Be Authentic When You Interact
People these days are more sharp and skeptical. So when they sense that someone is trying to outsmart them, the first thing they do is drop their brand.
So never give the vibes like you are playing with them or promising something that you can offer.
When building a successful business, ensure you follow the know, like, trust principle.
Since trust plays a crucial part, the brand must build trust and improve awareness.
However, to be more authentic, here are a few ways to consider doing it.
Ditch What Script Says
The best way to keep yourself more authentic is to keep it original instead of scripted. The customers are not only doing business with you; they know other brands and are well aware of the scripted response when they get it.
That’s why you need to make the interaction as original as possible.
Honesty might not solve the problem every time, but it also stops the customer from leaving the brand. When you don’t know the answer to something, the best way is to tell them the truth.
When you try to cover up ignorance, it makes the customer angrier and feel cheated.
Acknowledge when you don’t have the solution, and apologizing can help solve half of the issues.
Also, it boosts the trust between the brand and the customer.
Personalized The Experience
The first impression is important In the business, so when you are approaching them, make sure you are making it impressive.
Also, you need to add more personalization and keep it for them instead of your brand or your profit.
Keep The Pricing And Promotion Direct
Certain marketing tactics can damage the relationship with your customer, and that’s you need to make sure that whatever you do is direct.
Don’t try to fool them or make them feel like they got cheated. The marketing strategy should be direct, so the customer knows what they will get and what they are dealing with.
Treat Them Like Royalty
Customers are important, and they are the ones who are going to pay for the paycheck.
So make sure you remember that while you do the business. Treat your business like royalty and prioritize their needs above yours.
It doesn’t mean that your business has to go in loss, but find the balance that can satisfy your customer and your business.
To make them feel appreciated and valued, you can do the following things: it will help you achieve your goals.
Say thank you when they visit you, it can help make them feel good, and it doesn’t cost much.
- Listen to their complaints and respond, and then solve them.
- Never tell lies or try to cover the mistakes you made. Keep things honest with them.
- Keep them updated with progress if you take their feedback seriously.
- Consider writing handwritten notes to them.
- Surprise them with small gifts for couples to express their gratitude
- Make them feel like the hero, share your successful journey and tell what role they played.
Improve Your Active listening And Follow Through It
Well, right now, it’s easier to communicate with customers than ever. You can simply connect with them via using social media.
Also, by actively listening, you improve customer engagement which exceeds customer loyalty.
Well, you can use different methods which can help you understand their opinions, and it includes
- Social media
- Customer service
- Point of sale
- Focus Groups
- Email and web forms
- CRM software
Communities And Groups
Make sure no matter what medium they use to share their opinion, you are actively listening to their thoughts.
But when you are doing this, here are a few points to remember as well:
- Filter out the feedback that does no good to you or the business.
- Save time, energy, and money on those customers who are just ‘ problematic’ instead of having genuine worries.
- Make them know that you are listening to them so they know their voices are getting heard.
- Be open to the changes and the advice, but know what you are going actually to follow so you can be honest with your responses.
Pay Attention On How You Look Visually
The presence of your brand and the products are one of the factors that attract the audience.
If you don’t have a good purpose, you are losing the focus and the trust of your customers too.
In this era, how your digital presence looks is crucial for competing with other brands.
You need to focus on how your website looks. Around 46% of people say that web design is the top factor that plays an important role in the brand’s credibility.
If you don’t have a good-looking site, you create a bad market reputation.
Over 90% of buying decisions are generally influenced by how the factors look. Also, colors have a huge role, and you can increase brand recognition by 80%.
Respect The Customers And Don’t Come Too Strong
A third of consumers say that they have bad customer service or rude interaction with the brand athletes pence in a month.
58% of experiences are shared by their friends or someone who is close to them,
So that’s how word of mouth works against the company and damages the rupture for a really long time.
It’s very important that you learn how to read your customer’s mood and show that respect.
Instead of solving the problem right away, focus on addressing it and, before that, listen to the problem first.
Keep your patience when you are talking to them so they can share their real issue.
It will create more opportunities so you can understand their problems and know what they actually need.
Half of the problem is caused because the brand fails to listen to the real problem, and they work on something that is not actually the issue.
This ends up dissatisfying the customer and makes them dislike the brand.
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“Business, marketing, and Branding – these three words describe me the best. I am the founder of Burban Branding and Media, and a self-taught marketer with 10 years of experience. My passion lies in helping startups enhance their business through marketing, Branding, leadership, and finance. I am on a mission to assist businesses in achieving their goals.”