Let me ask you a simple yet crucial question. How well do you know your customers?
Some marketers claim they know their customers so well that they can guess what they want to purchase in just one hint. Well, that may be possible for some. However, there’s no guarantee that this will always be the case. Again, how sure are you that you truly understand the nature of your customers when doing business in the marketing industry?
An SEO Company should know that every customer is different. Some of them might purchase the same products, but in a different manner. That means you have to understand each customer in order to have a successful business transaction with them. This is going to be a challenge for every marketer, considering the fact that there are hundreds to thousands of customers to attend to every single day.
Yes, understanding your customers in a deeper way may be daunting and frustrating. Not to mention the pressure and stress that hinders our potential in giving the best we can offer to them. And let’s face it, as a marketer, we sometimes fail to see what our customers really need. But fret not! There are already studies that show how you can effectively understand your customers in a more thorough way.
Delivering services to your customer quickly is not a bad thing at all. In fact, this is also one way you can impress your clients. Generally, though, no matter how fast your services are, customers will not respond well if the products or the assistance that you gave to them are poor. When dealing with clients, you should never forget to integrate a fast service with a good quality one.
In every SEO Company, marketers follow a corporate concept to guide them in client transactions. It’s a standard procedure to achieve a desirable result. But merely following such becomes monotonous, and clients tend to feel devalued. A customer’s satisfaction and appreciation are increased drastically when you integrate personalization. No matter how you personalize it, they will most likely be willing to pay more for it.
Remembering your customer’s name may be a simple gesture, but it means a lot to them. You meet many customers in a day, yet you still extend an extra effort just to remember their names – which can also be challenging on your part. In this way, your customers will most likely appreciate the gesture and will remember you as well.
Who doesn’t like surprises? We all do. In fact, your customers love to talk about their experiences when your company provides a surprise service. It doesn’t have to be a lavish one. Perhaps you might want to surprise your regular customers with free shipping or quick delivery. This surprise may be simple, but it can brighten up their day.
Customers know very well that all of us are not perfect. Even marketers who give their best effort make mistakes. That is why they are not looking for the perfect company to do business with them; they know they probably won’t find one. All they need to know is whether or not your company is willing to extend assistance and meet their needs. Make them feel that they are a valued customer, and prove it. Assurance in having a successful business transaction with your company is all that matters to them.
This might sound like a disadvantage to your company, but telling your customers that you don’t know about the things your customers want won’t hurt the pride of your business. In fact, this is one way that you will earn their trust—you are honest enough to admit you don’t know. Perhaps, instead of dwelling on the things that you don’t know, you can offer them an alternative of similar use to them. Customers will most likely take advantage of such an offer because they trust your company.
Most of your customers are busy people. Although some of them would not obviously show it, they have a lot of things that they need to think about. Your customers will always appreciate it if you consider their situation and make the transaction more stress-free for them. Instead of doing a one-by-one process, you can think of some ways or alternatives to make your interaction more convenient for your customers.
Treating your customer like an ordinary person is a no-no. Yes, they may have an ordinary livelihood, but that doesn’t mean that you should treat them like anybody else you see on the streets. As a marketer, you have to respect them and observe a proper customer-marketer relationship. If there is anything that they want to purchase, then don’t take them for granted. You don’t know whether that particular customer will be one of your repeat buyers. So, treat them nicely.
For some customers, money is not an issue when buying the things they like the most. That means you should focus on the product more than the price. Moreover, give your customers the best services and products that you can offer to them. They will pay more for the things they enjoy, especially if they are high-quality.
Undivided attention is what they want from you. No matter what queries or transactions they may approach you with, you need to give them what they want. That means you have to avoid any disturbances when you are dealing with them. Especially when in the midst of the transaction, they definitely don’t like it when you attend to another customer. Yes, customers may sometimes be egotistic – in a good way of course.
Your company website is also a reflection of your company. That means if you have a crappy website, your services to your customers is also perceived as crappy. Perhaps the details of the products on your site are not that clear. This issue is a common reason why potential customers would avoid your company after viewing your website.
Nobody wants to wait, especially when they have busy schedules. That is why, when a particular customer would like to call back for more details about the product, you should inform other staff about it. This way, someone will be sure to answer the call and your customer won’t have to wait on the phone. Moreover, ask your customers to repeat the important things they want to avoid missing key points of the transaction.
You’ll meet different people every day. That means you will also have to deal with the different things they need from your company. However, if you don’t know anything about their request, refer your customer to other marketers in your company who are more familiar with the topic. Don’t assume or pretend that you know something—this will lead to troubles later on.
If you want to succeed in your business, you must also compete in this digital age. Most of your customers probably use their smartphones to do just about everything. From texting to conducting business, smartphones come in handy. That means you also have to compete with other websites by going mobile-friendly.
Sending messages to your customers without any reasons is a nuisance. Of course, they are also busy and they don’t have the luxury of time to entertain your messages. When you frequently send pointless messages, they will find your company annoying and consider ceasing business with you. You also have to respect them by giving them space, especially when it comes to decision-making in purchasing a particular product. Yes, follow up is a good thing. But you also have to make sure that you are not being a nuisance to them.
Saying a simple thank you to your customer makes a big difference. This might seem like a small thing, but it means a lot to them. Thanking clients for choosing your company, or for referring their friends, makes them feel valued. Generally, you will not have more clients if there are no satisfied customers. So, a simple thank you will do.
This is one of the perks of having trust and loyalty. Yes, you can definitely screw up (unintentionally, of course) once since we are all human. However, you also have to make sure that the mistakes you made will not be experienced again. If you repeat mistakes, your customers may switch to another marketing company—even if they are a regular customer in your company. They definitely hate it if you make excuses, when you can instead find an alternative to achieve the transaction. As a marketer, you have to be mindful; one mistake is enough for them.
When your customers seek products and services, they want to make sure that they will have a great time using and enjoying them. Yes, your customers may acquire an affordable product, but if they are not satisfied with it at all, then it is useless. Generally, they don’t care as much about the money they pay for it, as long as they can have good memories with the services and products that they are using.
One of the things your customers hate the most is when you answer the phone during a meeting. Of course, who would not be irritated if you take another call while talking about business transactions? Generally, customers don’t care how important the call is. If the call is really important, they will call you back, and you can handle the issue when your customer is satisfied. Again, customers may sometimes be egotistic. You have to respect that and treat them as a valued customer.
Basically, customers will not buy a particular product if they are not sure about it. They want to know the advantages they can get before deciding to purchase it. Moreover, if you can explain the things your customer needs to know, they will make a decision more quickly and easily.
Bonus: “I get crazy jealous if I think you love another customer more than you love me.”
Yes, we marketers follow the customer-marketer relationship. But you also have to make sure that you will make them feel that they are more valued than other clients. Don’t ever ignore them; instead, make them feel special in every transaction that you make with them. If you do this, they will not just be a repeat buyer, but they will also stay loyal to your company.
Janelle Yu has great passion in writing various content topics especially about web design, digital marketing, SEO and social media. She is currently working for Optimind SEO as content writer. She also loves to travel and taking photos.