Breathing Business: A Nerve to link Customers

In today’s era of innovation and automation, understanding and nurturing customer needs has become more significant. In fact nurturing relationship with your customer will impact success rate of your business. If one is able to build a strong relationship with customer he can definitely acquire better business. 

However there are few factors which are taken into consideration when it comes to actual understanding the customer needs and wants

Transparency: Company – Client - Customer

To build customer loyalty:  Customer satisfaction matters because selling more to existing customers is easier and cheaper than finding and selling to new ones. Loyal customer will tend to buy more and more and eventually recommend your business to others. To gain customers loyalty we need to tell the customer what exactly we are doing for them with reference to any activities such as different offers on different product, membership card schemes for long term customers and their benefits. Parallel to it,

Remember customers in special occasion by sending them greeting cards which in turn build your relation with customer. 

To develop customer confidence: Customer confidence can be gained only if we deliver the required product to the customer. Parallel to it, if the customer is satisfied with the functionality of products what he desired than it will multiply the faith of customer on company and eventually the revenue.

To prevent customer complaints: Once the required project or product or the service is delivered to the client than it doesn’t implies all work has been done. Every project has to be checked under client controlled environment so that implementation as well as maintenance phase can be carried out successfully.

Positive v/s Negative word of mouth - Its impact on Business

Happy customers who get their issue resolved tend to tell other people about their experience. This is a way to significantly influence the word of mouth about your business. Don’t act as a nameless or faceless business; genuinely talk with your customers as a person representing the business. Ensuring all customer concerns are answered in a timely manner with a friendly and personal response.

On the other hand, an unhappy customer tends to tell more people about their bad experience. In fact, 13% of unhappy customers tell over 20 people about their experience. That’s a lot of negative word of mouth which in turn will definitely impact your business as well as create a negative image of your company. 

People before Profit

How much will that affect your business and its reputation in your industry? Customer satisfaction is tightly linked to revenue and repeat purchases. What often gets forgotten is how customer dissatisfaction negatively impacts your business. Diligently acquiring and analyzing customer feedback will help you identify if customers are actually happy with your product or services.

Satisfied customers may also recommend your products or services to other potential customers, increasing the chances for additional revenue and profit.

Deliver the committed

Committed is what that transforms a promise into reality so at the time of deployment make sure all the requirements has been covered in order to deliver an efficient product / application.

Customer delight – the wow factor

In today's business world, speed is essential. If your company delays in responding to customers, you're missing a huge opportunity to capture valuable insights and positive feedback. Don't give your competitors an opportunity to serve your customer better and faster than you can.

1 Always be timely

2 Always listen to your customers.

3 Give customers little things when they don't expect it.

4 Have policies, but always be flexible

5 Tell your customers how you will help them

Retain your customers

It is found that a ‘totally satisfied customer’ contributes 2.6 times more revenue than a ‘somewhat satisfied customer’. Furthermore, a ‘totally satisfied customer’ contributes 14 times more revenue than a ‘somewhat dissatisfied customer’.Satisfaction plays a significant role in how much revenue a customer generates for your business.

Customer satisfaction plays an important role within your business. Not only is the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.

About Author:

Himanshu Suryawanshi is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, He actively contributes to the areas of Technology and Information Security. He can be contacted at: himanshu.suryawanshi@spluspl.com