Your customers have a choice when it comes to doing business with you. All it takes is one unpleasant exchange, a simple misunderstanding or a slow or tedious transaction and it’s very possible they’ll move on and take their business elsewhere.
But if you’ve made the effort to cultivate loyalty with your customers, either through the lifecycle management methods we’ve mentioned in previous posts or through other means, they’re more likely to give you the benefit of the doubt even in the worst of circumstances.
When it comes to building loyalty, creating a positive customer experience is an essential first step. With that in mind, here are four quick tips to help your business shine in the eyes of your customers:
1. Be Likeable
The qualities that make a person likable are the same qualities that can make a B2B company likeable. Likeability comes from helping people solve problems, from being reliable and responsive, and from being pleasant or fun to be around. In the B2B technology sector, a big part of likeability comes from ensuring that your products work as promised. Quality products help business customers achieve their goals and do their jobs better or faster. When a brand becomes known for its quality, it is able to create affinity in the marketplace and a loyal customer following. From a company standpoint, the likeability factor also relates to your employees. MaintenanceNet offers a great example. We strive for likeability by going out of our way to support our customers, by being responsive and by making it easy for them to do business with us. With a “whatever it takes” attitude, we have been able to earn our customers’ trust and build lasting business relationships. It also helps that many of our employees have been with us for a long time. The personal relationships they’ve built with our customers through the years has had a big impact on our success.
2. Be Transparent
Here at MaintenanceNet, we always aim to keep communications channels open. We want our customers to feel comfortable knowing they can contact us about the positives and the negatives. At the same time, we’re up front with our customers when things don’t go as planned. With openness and two-way communications as an important part of our culture, we’ve been able to develop a sense of transparency, which has laid a foundation of trust with our customers. Trust in a relationship – whether personal or business – is critical for its lasting success.
3. Be Humble
No matter how successful your business may be, don’t forget what got you there and the people along the way who helped make it all happen – mainly, your customers. Continue to show gratitude to your customers even if they’ve bought from you 100 times. And continue to look for ways to delight them even if they seem like they couldn’t be more pleased. Remember, your competitors are always ready and willing to offer them a better deal. Be confident — but be humble and grateful for your success — and you’ll be rewarded by your customers.
4. Give Back
Your customers take pride in who they do business with. Given a choice, they’d rather work with a company that believes in giving back to the community. Support the world around you and you’ll not only build more positive energy with your customers, but also with your employees. And if you encourage your customers and partners to join you in your charitable efforts, more power to you. Today’s most successful businesses understand they have a role to play in making the world a better place. Make sure your company is doing its part and you may find it will lead to stronger ties with your customers and a stronger sense of loyalty, which will help your business in the long run.
These are just a handful of the ways you can drive a better customer experience. What are the most important approaches your company takes to keeping customers happy?