Developing an amazing roof replacement product or service is one of the hardest challenges any company will have to overcome. However, that is not the only factor that will determine success of a company. Today, consumers have developed a lot of industry influence than we have seen in the past. Today’s consumers are interested in what you are selling, how you are selling, and what happens after you have sold to them. Pressure now lies on companies to ensure they properly invest in customer service and meet the ever-rising customer demands. Consumers now have a lot of expectations and businesses are facing a challenging task of creating excellent customer experience that is consistent across various platforms.
Customer relations describes the way a company will engage with its customers to improve on customer experience. It entails providing answers to all short-term roadblocks as well as proactively creating a long-term solution that is geared towards enhancing customer success. Customer relations aims at creating a mutually beneficial relationship with customers that extends beyond the initial purchase. Customer relations is present on all aspects of a business, but will be most prevalent in customer service department. Many teams including customer support, customer success and product development play an important role in building healthy customer relationships. Customer relations will also extend to marketing and sales teams since these teams also deal with customers.
It is important to create positive customer relations because of the following reasons.
Companies that do a good job of managing customer relations are more likely to see higher customer retention rates. 61 percent of customers will stop buying from a company the moment they experience poor customer experience. Customers will always know when your company is being genuine and will be willing to overlook your mistakes as long as you demonstrate your dedication to their success. It is an essential type of transparency necessary to reduce churn and also help you build a positive customer relationship.
When you have a good history with your customers, it makes it more difficult for your competitors to lure them away from your brand. Customer loyalty is highly valuable for business as repeat customers are more likely to buy from you than leads you are yet to convert. Building positive customer relations helps in driving customer loyalty as it creates intangible incentive for customers to return to the same business. 55 percent of customers will be willing to pay more for a product or service if it can guarantee them a good experience. While it may cost more for companies to invest in building positive customer relations, the payoff associated with customer loyalty can be huge.
In most times, it is hard to tell whether your customers are truly happy or not. 91 percent of customers will not complain but will simply fail to return to your business. Having a strong customer relations can act as insurance policy to prevent your customers from churning. Positive customer relations help in giving companies more insights into customer problems as it creates an open channel for communication and relaying feedback.