Good customer relationships are the lifeblood of any company. You could be offering the best prices across the entire market, but if you fail to come through in terms of customer service and interaction with your faithful audience, offers are meaningless. A good and honest customer relationship is the only thing that will guarantee your customer’s inclination to return; so it’s vital you begin by making your customers your number one priority.
Living in a society by which the World Wide Web prevails; an online presence is becoming more and more significant, both on a personal and business level. Most consumers are now taking the easier option of the internet to purchase their favourite products, as well as follow company announcements and/or product launches; on the hunt for exclusive deals no doubt. So, how do you go about building good online relationships with your clientele?
Ensuring transparency in online interactions
Whether it’s your own company or an outsourced marketing agency that are taking the reigns of your online presence; transparency and social interaction will need to be considered and thereafter, adopted if you want to outdo your competition. Transparency is an inherent reality, as your target market are forever discussing topics online that are associated with your brand, in search for answers from other consumers as well as your business representatives.
In a survey taken last year by BRANDfrog it transpired that 77% of respondents are more likely or much more likely to buy from a company whose CEO uses social media to clearly define company values and leadership principles. This type of transparency not only exposes the credibility of the brand but also allows you and your community to show off their personality, growing in influencers and creating credibility in peoples’ opinions. The results from this survey give us a real insight into how consumers would like to engage with their beloved brands and they certainly are anticipating your contact.
Using social media to engage your audience
I think it’s safe to say that all generations seem to have latched onto social media as a form of networking online. With everyone from the likes of the adored David Attenborough down to tearaway, Justin Bieber falling partial to an occasional tweet or twitpic for the enjoyment of their fans.
Whether you’re posting wonderfully whimsical memes, new product launches or exciting competitions; social media is the perfect platform for engaging and connecting with your customer base. It doesn’t always have to be about your company’s services or values, the entertainment factor is another simple yet effective way of grabbing the attention of your audience.
Your customers represent the people who will either build or destroy your reputation, whether on the grapevine or online – in the form of twitter remarks or reviews, so continually interesting them is key. You’re being given the chance to interact with the model advocates of your company, and in doing so, you’re able to keep them on side through the means of quick cooperative responses and the occasional free gift.
Encouraging user reviews and feedback
Customer reviews and feedback, often referred to as testimonials, offer huge advantage for your site and overall brand reputation. Visitors will class positive advocacy as votes for your company, willing them to use your service or buy products. According to a Google survey of 5,003 consumers in 2012, 84% of respondents said that testimonials helped to increase the trust of a website.
Including a feedback and review section on your site immediately displays confidence in your own company, as well as assisting in deciphering which (if any) areas of your business need to be developed after reading the responses. From the customer’s point of view, they’re able to express any positivity or dismay easily rather than wasting time looking for contact details and composing emails.
Keeping track of your progress and success is absolutely crucial. A flourishing business needs to be closely and carefully managed to ensure targets are met and brand exposure is heightened. By implementing performance management systems such as Actus, you’re able to get your hands on integral information about what’s happening online as well as providing a base for target-setting that will help you enforce your business plans for growth. If you’re looking to increase online credibility, measuring your success along the way is imperative.