Delighting customers is the ultimate goal for every business. There are guidelines that can be followed in order to reach this objective.
First off, it is extremely important for businesses to make sure they keep the customers they already have, considering it is cheaper to do so. Attracting new customers can be time consuming and expensive. In order to achieve customer loyalty you must build trust. The customer has to be taken care of throughout the entire buyer’s journey. This means that the consumer must be fully satisfied from pre to post sale. This will provide your business with competitive advantage and keep your clients or customers coming back.
Another important method in order to reach customer delight is through engaging with consumers and potential clients and finding out what they really want. Asking questions that start with “Why, How, What, Where, Who” are beneficial in order to gain knowledge about them and build up your customer persona. These questions can be asked through surveys, social media, or even face-to-face meetings. After collecting information and feedback from the customers, you will be able to deliver what they want efficiently, using the respective personas for your customers.
There are also a few tools that you can use in order to reach customer satisfaction. Creating a persona profile tool and showing it to all the employees will allow everyone to understand what kind of people they are dealing with. Moreover, the people that work for the company make up its personality and success so employee empowerment is key. Another tool that can be utilized is social media monitoring. This basically acts like a listening instrument. The customers are able to voice their opinion freely and you can connect with them through the various social media platforms.
Keeping customers in a B2B situation is different than B2C. Communication plays a major role for keeping customers happy in the B2B industry. It is important to make the entire organization that you are working with happy. This means offer different ways and places that they can reach you and talk to the decision makers of the company as well. Any price changes that take place should be handled delicately because you do not want to shock your customers or make them upset. Keep in mind to hire employees that are professional and good communicators because they are the face of the company after all.
Are you doing everything to keep your customer happy? Do you think your company has the happiest customers it could have?