22Keeping customers happy

Discover the little things that make a big difference...

It doesn’t matter whether you’re an established company or a brand new start up, a not-for-profit organisation or a blue chip company, your main aim is to connect with an audience – your customers or stakeholders – and keep them happy. But how do you keep them engaged and how do you give them what they want? Read on to find out...

At the heart of any good relationship is communication – it helps relay information, resolve differences and keep everything fresh and up-to-date. When it comes to business, communication is a vital tool in your arsenal.

If you’re getting lost amongst a crowd of other businesses offering similar products or services, it is the little things that will make a difference, influence potential customers and get you noticed.

THE KEY IS CONSISTENCY

The first thing to consider is how you look to the outside world. Okay, so your great-looking new brand is ready, but that doesn’t help if you don’t use it… or worse still, use it badly.

The key here is consistency. If you use your logo on everything, it helps to build up a subconscious level of recognition amongst potential customers. There’s no point in trying to think up a great new strap line or logo for every new advert you do. You’ve got a great brand so believe in it and stick to your identity guidelines – they will help your business to build a name for itself.

A FUTURE FILLED WITH SUCCESS

Once you’ve got a look in place, you have to make sure all your other resources are ready too. Websites, brochures, branded letterheads, business cards and other stationery – they’re all part of the basic package that every business should have in place before it welcomes its first customer.

Obviously you could do them yourself – and people do – but this is where a professional edge can make all the difference. Contacting a company such as STORM means you will have industry experts overseeing the development of the foundations of your company’s profile – helping to set it up for a future filled with success.

From the design and feel of your brochure, to the simplicity of your website – and even the tone of voice used in all your emails and letters – our designers, programmers and copywriters can help make your business connect with your customers.

THE SUPPORT YOU NEED

Now the groundwork is in place, you need to make sure you and your team are ready for when the phone starts ringing.

Remember, if you’ve just advertised an amazing special offer to 100,000 homes, you will need a great team behind you, giving you the support you need to make sure every customer receives a quality service.

Every member of staff needs to know your products and services inside out. They need to be experts that customers can trust – as well as ambassadors for your brand. And, of course, they have to be polite and courteous at all times.

It’s no good spending out on a great campaign if you’re only going to lose those new customers because they received dreadful service – they won’t come back and that’s a customer lost, not won.

Don’t overstretch yourself and remember to batten down the hatches when you’re about to launch a new deal on your products or services.

WHET THEIR APPETITE

Finally, remember to keep all your communication with customers simple. If they want to find out more about what you’re offering, they’ll soon contact you. You only want to whet their appetite and get them interested in what you’ve got to offer.

Marketing your business is a big commitment. It takes time to build up a company name and achieve recognition with a wider audience. But it’s a commitment worth sticking to. Keep at it and, slowly but surely, you will see your market share increase, along with your customer satisfaction.