Running a successful business can be challenging, especially now-a-days when businesses are rising up on every corner. The competition is fierce and all the well-known tricks no longer work as every business already uses them. So, what is left for you to do as a business owner? Well, it might be a good option to go back to the basics and focus on your customers.
In this modern age, where everything is operated by machines and automated processes, focusing on human emotions sounds like something that may be appreciated. Personalize your business when no one else is doing so and your customers will surely know how to value it. Everyone wants attention, so when your customers find out they are appreciated, it will be the breaking point of their decision to stick with your business and no other. So, here are some things to keep in mind when trying to attract and keep your customers.
Spreading the word about your business is essential, of course. We’re not going to tell you about marketing options, promotional materials and all other familiar strategies. We are simply here to remind you of the importance of using social media to your advantage. Don’t underestimate the power of social networks and don’t slack off when it comes to this area. Even if you need to hire additional staff or make a department that will be in charge of this sector, do it; it will benefit you in the long run. Being in charge of PR doesn’t just mean advertising your business. It also means keeping track of reviews, making your business available and keeping a high response rate on forums, call centers etc. Hiring a capable virtual receptionist is a great way to always be available to your customers. There’s nothing more off-putting than being kept waiting.
Another important issue is the way you react to criticism, especially negative. Bear in mind that every criticism can be valuable regardless of how horrible it may seem at first. Erasing negative comments or ignoring them is a terrible mistake. It’s literally the worst way to cope with this problem. It is essential to show that your business is “human” and that you are prepared to work on your flaws. So, keep the comments and answer all of them in the most suitable way possible. Think long and hard before replying to customers’ complaints. Show that you care about every customer by apologizing and doing everything you can to correct your errors. Under no circumstances should you blame the customer, even if it is their fault.
However massive and important negative feedback may be, you mustn’t forget about the positive. This customer that wrote something nice about you set aside some time from their busy day to do it and you should appreciate it. This means you must reply to their feedback and make that reply non-generic. If you happen to know this customer or what services they use, try and personalize your message; make sure it’s well thought out. This will make them even happier and they will be your best advertisement.
When it comes to using emotions and personalizing your business, you can really use this strategy on your old customers. Keep track of the people that use your services and how many times they use them. Create a special mailing list for your loyal and regular customers. Give them special offers and discounts, ones that will not be available to everyone. Include personal notes and personal offers based on their history of using your business. This will make them feel appreciated and guarantee their loyalty to your business.
All in all, you should always be aware of your customers. You need them more than they need you, so you should adapt everything to their needs and requests. A satisfied customer is worth much more than all the money you may invest in any kind of marketing strategy. Promote the people-oriented side of your business and stick to this policy. If you go through with it, results will follow sooner than you expect.