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8 tips on how to run a customer friendly business
Whether you're starting up a company or already running a super successful one, you need to have it be customer friendly in order to work. If you're just treating your customers like they're the dirt stuck to your shoes, you won't be in business long.
With everything going digital today, people have a bigger voice when it comes to leaving reviews. You can be destroyed by one bad review, I've seen it happen countless times when people don't worry too much about the customers experience. This is why I've written up 8 tips and tricks to running a more customer friendly business
Below are the 8 tips and tricks I could think of that can help you run a more customer friendly business.
1. Write up a customer inspired vision statement for your company
The right way to write up a vision statement is to highlight what you company plans to achieve in the near future. You can add it to your navigation links and have it on a sub page for easy access.
Most companies take the easy route and write up a basic statement like this: "To become the best fabric softener company in the USA"
You need to get a little out there and put some time into your vision statement. Get your customers/clients in there so they feel involved. You can rewrite my example to show something like this: "To develop the best fabric softener in the world so that our customers can wash with ease. We don't want you to worry about your childs sensitive skin or allergic reactions. We will be the best and seek consistent customer satisfaction to pave the way to our success in the industry."
Sounds a lot better, right? Do you see how I tugged at some heart strings as well as brought in the customers? Doing this will show you're in it for the people and not just the money
2. Show your customers at every stage that their happiness is one of your main goals in the company.
If you have employees, they should also see the importance of customer happiness. The slightest kink in the chain can cause a virus of bad press, so each employee needs to be on board to make the customer happy. This requires proper training so that no one is at fault when a customer gets mad. And yes, a customer will get mad, it's inevitable. But your employees can diffuse it if they were properly trained.
3. You need to see, and understand, what you customers needs are.
How do you figure out what experience your clients or customers are looking for? That's actually pretty easy: You need to analyze the services offered by your most successful competitor. How do they talk with their customer base on good and bad topics? How are their products accepted within the industry?
Be inspired by your competition and use them as a goal to overcome.
4. Be sure to set standards and requirements for customer satisfaction.
You need to create the best customer experience by brining in a few, or all, of what follows:
- Competitive pricing, possibly the lowest in the industry.
- Extreme availability
- Something that lets customers easily submit feedback.
- A designated team to talk to customers face to face.
- A system that is dedicated to upset customers.
These need to have dedication in order to work. If you falter at any point with these then it's like a jenga tower collapsing lol. Stay strong and hit each section hard so that you don't mess anything up
Make it so that your standards are difficult to duplicate. This will deter some of your own competitors from trying to copy your plan of attack. Your team needs to be on this as much as you are..
5. Remove anything that could create a bad experience for your customers.
Research each page, product, and text of your website and remove anything that might be bringing a bad experience to you customers. Removing these will help you avoid any angry customers in the long run.
One of the downsides to this is that the systems or pages that may need to be removed are actually integral parts of your website now and might take a few extra steps to remove without messing up anything else in your systems.
6. Turn your audience into your friends. Or make it sound like you want to be friends.
Use social media to reach out to potential clients and talk to them in a casual manner. Post about deals, coupons, savings, group buys, etc. to bring people in. Post about what you're doing with your company and include any clients you have talked with. If you can get one on one talks with your followers then you can usually turn them into a client and they will be happy they have a direct line to you even if it's through social media.
7. Employees who are great with customers should be rewarded.
If your employees are doing a great job making the customers happy, they should be told so. you can give them an award or bonus, it's up to you. I'm sure the employee would prefer the bonus though
8. Always go over your business' strategies
Let's assume you implemented the perfect strategy to ensure consistent customer satisfaction. What's the next step? You should evaluate your strategy to ensure you don't fall behind competitors who are keenly following you!
You should always be evaluating your daily, weekly or monthly tasks to be sure you're consistently creating a great customer experience. Be sure not to fall into a rut with just one bad experience from a customer, no one is perfect, we're all human after all
If you follow the 8 tips above you should notice a better workflow in a short amount of time
If you're staring up a corporation with employees, you'll need to start with their training and get it right. Train yourself to train them, you can't just wing it.
Does anyone have anything else they can add?