There are many experts out there who claim to know what the one key secret is in creating a successful business.
More often than not, these so-called experts don’t actually know a lot about business building; they just want to get you to buy their e-book or e-course. And they’re easy to spot.
Because a real expert knows that the secret to any business’s success isn’t a slick marketing scheme or even a super trendy product. No, the secret to success in business is to keep your clients and customers happy.
Sometimes this seems easy enough: make a product that’s useful and easy to use and everybody wins, right? Not so fast! Primary Intelligence, a company that specializes in customer experience analysis, says that keeping your customers happy is less about what you’re selling and more about how you’re selling it.
According to their blog, you have to build their trust if you want to keep them coming back to you instead of checking out your competitors.
Here are some of the ways that you can build that trust:
Building Business Through Customer Satisfaction
1. Don’t Guess. Ask!
Don’t assume that simply because your numbers are up that your customers are happy (or vice versa). The only way to know for sure what your customers are thinking is to ask them.
There are plenty of methods that you can use to ask for customer feedback from polling via social media to contact forms on your company’s site to even just coming out and asking them about their experience when you’re ringing up a sale or finalizing an invoice.
2. Dig Deeper
Of course, one of the best ways to find out what people really think about your company and products/services is to dig a little deeper. Spend some time searching for your company name, your products, even your own name online and see what you can find.
Prioritize independent review sites and blogs in this search because they will likely be the most honest in their reviews. You can also look for publicity in news articles, write-ups, etc. You’re likely already tracking this as part of your reputation management, so this shouldn’t add to much extra work to your plate.
3. Apply What You Learn
Pay attention to both negative and positive feedback. You don’t have to respond personally to every comment you see online, but pay attention to the critiques and praise you’re given and apply that insight into your next product or service update.
For example, if all of the reviews of your store say that your store seems disorganized, spend some time rearranging the space. If the majority of your buyers say that they have the same specific problem with your software, figure out how to fix it and release an update. You don’t have to take everything to heart, of course, but pay attention to volume and specificity when you’re reading or hearing your feedback.
4. Go Out of Your Way
It is important that you go out of your way to let your clients and customers know how much you value their business. There are plenty of different methods you can use to accomplish this goal and the methods you choose will depend upon the type of company or store you run.
For example, remembering a client’s birthday and sending a handwritten card is a good start. Remembering details about customers who shop in your store often and using that information to customize your interactions with them is something retailers can do.
And of course, loyalty cards and discounts are always appreciated.
When your clients and customers feel seen and like you take them and their ideas seriously, you will build trust and when you build that trust you’ll build a loyal customer base. That loyal customer base is the key to your continued success and is what will keep you from being, for lack of a better term, a “one hit wonder.”