For any organisation, customers are the most important resource. The success of the business depends upon them. Without customers, the organisation would not exist. The customer makes it possible for the organisation to achieve business aims and the purpose of the organisation is to fulfill the needs of the customers. If the organisation does not develop customer loyalty and satisfaction, they could lose their customers.
Having a Kundenorientierung is usually a strong contributor to the overall success of any business and involves ensuring that all aspects of the company put its customer satisfaction first. Also, having a Kundenorientierung usually includes maintaining an effective customer relations and service program.
The relationship between the customer and the organisation is a very important aspect of the overall growth of the business. Customer satisfaction is at the heart of the selling process and building customer relationships could be seen as moving up a ladder. Here are some ways to make good relationships with your customers for the success of your business:
- Treat your customers right: A way to significantly influence the word of mouth about your business is to genuinely interact with your customers as a person representing the business and don’t act as a nameless or faceless business. This is because of the reason that happy customers who get their issue resolved tell other people about their experience. At the very beginning of your interaction with the customers, tell them your name and address them by name.
- Always listen to what your customers are saying: It is very important to truly listen to your customers with full attention at a time when it’s easy to have a two-way dialogue with them. While listening to them, take into account what changes your organisation should make from this feedback and then follow through. You can use the following methods to gather feedback from your customers:
- Surveys
- Communities and Groups
- Social Media
- Email and Web Forms
- Answer the important questions: In a survey, it has been found that 45% of the customers will abandon an online transaction if their questions or concerns aren’t addressed quickly. There are two ways to anticipate and combat customer satisfaction obstacles like this. The first is to make it easy for the customers to get help when needed. You could prominently display your contact number on every page of your website. Letting potential customers believe that they can easily get in touch with a real person will put their minds at ease. The second way is to make DIY help resources available. For this, create a comprehensive FAQ section on your website. By putting answers to most common and frequently asked questions where customers can find them, it’s possible to increase customer satisfaction and also reduce your customer support workload simultaneously.