Dongkun Chu is a customer relationship consultant working with small and medium-sized firms. In the following article, Dongkun Chu discusses ways business owners can build better relationships with clients.
Both entrepreneurs and well-established businesses occasionally forget that their companies are nothing without their customers. Therefore, they neglect to put time and effort into building better relationships.
But Dongkun Chu says that nurturing strong bonds with customers is essential for creating a lasting brand. And most business owners will be pleased to know that the tips and tricks for achieving the seemingly elusive better customer relationships are very simple. In many ways, it's just like fostering friendships.
From active listening to exceeding expectations to rewarding loyalty, the seven skills below help entrepreneurs nurture the customer relationships they need to thrive.
Building Better Customer Relationships
Dongkun Chu Top Pick: Active Listening
Active listening is arguably the most essential skill in customer service. After all, it's the only way business owners can truly understand their clients' concerns and requests.
Many startups won't have the resources or abilities to solve absolutely everything their customers require; actively listening to their needs and problems ensures teams respond appropriately.
Dongkun Chu explains that empathy and engagement are key components of active listening. It helps businesses incorporate what their customers say into their approaches, services, products, or solutions.
Responsiveness
Responsiveness is highly sought-after in every industry.
The best entrepreneurs don't interrupt their customers. Instead, they ask questions to ensure they understand the client's issue and collect relevant information to solve the problem.
However, Dongkun Chu says that responsiveness isn't always about providing an immediate solution. Often, it's about acknowledging the customer's request and keeping them updated on their concern's status and when they can expect remediation.
Accommodating Customer's Needs
Naturally, business owners need to provide solutions and accommodate the needs of their customers. Resolving issues is generally the determining factor as to whether they build a long-lasting rapport with the customer.
Unfortunately, many people are quick to remember negative experiences with a brand. Therefore, leaving customers' needs unresolved will very quickly lead to terrible retention — and no business wants that.
Depending on the product or service the business provides, customers expect (and rightly so) issues to be acknowledged, dissected, and solved within a day or two. But in situations with longer resolution timeframes, entrepreneurs should ensure they keep their clients updated to continue nurturing strong relationships during difficult periods.
Exceeding Expectations
Companies that continue to raise the standard bar are guaranteed to benefit from repeat customers, indicating they've successfully built better business-to-customer relationships.
In other words, entrepreneurs should under-promise and over-deliver according to Dongkun Chu. Exceeding expectations is impressive, and thus, people are more likely to come back for more.
Business owners have many ways to go above and beyond at their disposal. But one of the most effective is to deliver a service or product quicker than expected. Of course, delivering earlier is always a pleasant surprise for clients.
Requesting Feedback
Feedback is crucial for businesses looking to expand and, in today's climate, survive. Customers are more than happy to divulge their feelings about a business — good or bad. Inviting feedback is a great way for entrepreneurs to show they're listening and allows them to hone their services or products to clients' specific needs.
Even the most successful businesses experience complaints. But Dongkun Chu says that it's how they respond to criticism that determines whether they're doomed to fail or poised to thrive. Negative feedback is valuable, allowing owners to adjust approaches to improve customer satisfaction.
Clearing Lines of Communication
Thanks to the
advancement of technology, there are more business-to-customer communication methods than ever before. Online tools (e.g., live chat functions) and social media platforms are fantastic for reaching potential and current clients.
But entrepreneurs should be mindful of not creating a one-way conversation. Dongkun Chu states that clear communication lines mean the business asks questions, receives the customer's reply, and responds appropriately.
Nowadays, blogs are considered communication channels! While it's a less personal experience, entrepreneurs with blogs on their websites benefit from increased engagement and stronger relationships.
Rewarding Customer Loyalty
Businesses that reward long-time customers through loyalty discount programs have exceptionally better retention than those that don't reports Dongkun Chu. While stamp cards are still prominent, many schemes have migrated to mobile apps for improved inclusivity.
Through loyalty programs, customers earn points when shopping for goods or services. After they've gained a particular number, they'll receive money off their next purchase.
