Running a business is complicated. There are lots of things to keep track of accounts, sales, customers… Where do you start? And what are the customer secrets that you really should know as a business owner?
1. Customers are at the heart of your business
We’d hope that this is one of our customer secrets that doesn’t come as much of a surprise. Without customers, you would have no business.
Treat your customers well, whether you do this through regular contact, good deals or the quick resolution of problems and complaints. Excellent customer service is vital.
2. Keeping your customers happy is of utmost importance
Following on from the above: if your customers are happy, your business will be happy. Not only will happy customers be more likely to continue doing business with you, but they are also your best (and cheapest) form of advertisement!
It’s the unfortunate truth that an unhappy customer is more outspoken about their experience than a happy customer. Make sure your customers are happy customers!
3. Value your existing customers
This is one of the customer secrets that is so often forgotten. It’s easy to get caught up in the chase for new customers, rather than paying attention to existing ones. We’ve all seen those adverts offering ‘£X for new customers’, which make existing customers question why they’re being treated less well than new customers are.
The same applies to the customers of your business. Of course, you want to be attracting new business, but don’t do this at the expense of your existing customers. Let your existing customers know they are valued and appreciated and they will be more likely to continue doing business with you.
4. Get to know your customers
People don’t like being pestered with cold calls or spam mail because they don’t like companies trying to sell them things they don’t want or need.
Get to know your customers and offer them things of value to them. Let’s say your company sells vacuum cleaners. Send an email out to your subscribers containing the link to a blog post titled, ‘8 Ways To Make Cleaning Your House Easier’.
Having subscribed to your company’s emails, the recipients of this email are likely to be interested in the cleanliness of their home. You can therefore almost guarantee that they will find your blog post useful and interesting!
Attract potential customers by sending them things of value. Spark their interest, give them something useful and, in turn, get your company some credibility. This is one of the customer secrets that doesn’t require too much effort, but makes a big difference to your business.
5. Attract customers with things that are interesting and useful to them
It’s no secret that not all of your customers are the same. Make use of forms on your website (or social media pages) to collect information about your potential customers. You should be able to separate your customers into different categories, whether these be by location, interests or age group. Use these categories and send different emails to different categories. Think about what they want or need.
Keeping your customers happy by keeping in contact can be time-consuming. But it doesn’t need to be. Introduce email marketing automation into your company: create emails and arrange for them to be sent to certain contacts at certain times.
For example, if someone subscribes to your newsletter and you want to send them a welcome email, you can use email marketing automation software to automatically send a welcome email when they sign up.
It’s easy for businesses to overlook the most important customer secrets. It’s important to treat your customers in a way that will keep them loyal to your company. At Flowbird, we put CRM at the heart of what we do. Contact us to find out how we can improve your business’s CRM.