3 Tips To Endear Your Business To Your Customers


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Acquiring new customers in a saturated market is simple – take your competitor’s product and make it a little better. This way, you add greater value and will be able to draw new customers to your business. But this does not always work across all industries. For instance, in industries such as power, fuel, etc., the customer cannot really distinguish between the products offered by various competitors. Other factors like customer service become vital in such cases. Here are some tips that will help a business endear themselves to their target audience better through customer service.

Speak The Language Of The Customer:

If you operate in a country like the United States that is incredibly diverse and multi-cultural, then English is not always the first language of the customers you service. It is not uncommon for businesses to launch marketing campaigns that target specific ethnicities and races. However, when it comes to after-sales customer service, most businesses stick to English to cut down on costs. This can be a huge opportunity to tap into. American energy company Just Energy operates a subsidiary named Amigo Energy that taps into the Spanish speaking population of Texas – even customer service operations are provided in Spanish and this helps the company endear themselves to the market better than competition.

Be Proactive In Complaint Management:

Assume you are a telecommunications provider in a region that is facing a connection issue. Typically, businesses only respond to customers who have filed a complaint. While this is standard practice, businesses can go one step higher and proactively reach out to other customers in the neighborhood before they find out. Even a simple email or text message to let them know that a problem was identified and fixed provides customers the reassurance that your company representatives are always on their toes and at their service.

Constantly Surprise Customers:

Customers love surprises and this does not always imply personal messages like a birthday wish. While there is nothing wrong with sending birthday messages, technology has made it extremely easy to track important dates and also send messages. As a result, a lot of companies are doing it and is no longer unique. Unless you send personalized cards, your messages would often be among several other dozens of wishes the customer gets. What endears customers equally well is non-personalized but unanticipated announcements. For instance, if you are an internet provider, you could unilaterally increase the access speed for customers in a neighborhood at no additional costs. Such surprises incur pretty minimal capital expenditure, but reap wonderful rewards through customer loyalty. Also, this helps your business build a positive vibe about your brand and helps endear yourself to customers.

Companies like Zappos have built a billion dollar business through excellent customer service. While this may seem impossible to replicate in a commodity-based business, companies can still create a positive brand through personalization, localization and the odd surprise. What tips would you add to the list above? Share them in the comments.


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