Have you ever lost a client by telling yourself that you didn’t do the right thing? Then you know the importance of good customer relationship management. The feeling is closely shared on the brand side: 60% of companies expect customers to be even more sensitive to the intensity of their customer experience.
Today, managing your customer relationship is essential for two reasons. If a customer is dissatisfied, they risk leaving the brand and potentially damaging the image of the company. And above all, it will be easier and cheaper to keep current customers than to acquire new ones. But, in practice, what does it mean to succeed in your customer relationship? In this article, we give you our 6 tips to succeed in your customer relationship and retain your customers over the long term.
The importance of the customer relationship
The customer relationship describes how a company engages and interacts with its customers to improve the customer experience. In particular, this involves providing answers to the problems they encounter and proactively providing long-term solutions, thus making it possible to retain them. The customer relationship aims to create a mutually beneficial relationship between the customer and the brand, which goes far beyond the act of buying and selling.
This another tips for customers :
Building customer relationships is one of the most effective strategies a brand can adopt. Unfortunately, it is also a strategy that is very often put aside because managing your customer relationship well is often done at the expense of business growth and customer loyalty…
Which is rather paradoxical, because a well-rehearsed customer relations strategy offers a considerable return on investment by stimulating the acquisition of new prospects, by building customer loyalty, and by improving customer satisfaction over the long term?
Tips for a successful customer relationship
We live in an experience economy. The business has evolved greatly in recent years and customers do not only expect products and services to be offered to them… They expect high quality experiences!
Fake. In fact, 96% of dissatisfied customers won’t even complain. They will just leave the brand without contacting the customer relations department. Most of the time, you won’t even know why they are leaving you. You will therefore not have the opportunity to make them change their minds if you do not really have contact with the customer. Everyone listens to their customers. In any case, this is what a large number of companies say… Yet 58% of customers want to be put in touch with friendlier customer advisers.