He who has the relationship...wins.
By building a relationship with your potential customers first you have the opportunity to show you understand their problems and can answer their questions. Thereby creating a business that values and appreciates both customers and potential customers. Start building this relationship from the first contact a potential customer has on your online social networking sites. Make the customer feel welcome like you would in a normal business. Build a site with words, colors and graphics that are pleasing to the eye and leave the potential customer wanting to learn more about your products and business so that they do not hesitate to sign up for your newsletter, attend your conference, or join your other social networking sites – or website. That is, make your site be a positive experience for your potential customers as this will determine their next move. Interact and get to know them personally so you build trust and a partnership that will last through the years.
People visiting your site(s) tend to quickly scan and decide if they want to read more. Make sure you include information that is fresh and relevant to your product and/or industry. Articles or posts need to be engaging and to intrigue the reader so that they read on. Begin building your relationship here with what you have to offer but do not make false promises. If you can build a connection between your site and potential customers you will begin to gain their loyalty which will become a real asset as they will eventually promote your site to their friends and acquaintances. It is not too hard to see parallels here with the offline world in that merchants have known for eons that building relationship with your customers first is a very important part of the sales process and growing your business.
Here are 9 tips for building a strong online customer relationship.
1. Build a “community” where you make customers feel welcome and valued. Encourage interaction within the community.
2. Honor your commitments and do not make false claims about your products and/or services.
3. Know your customers problems and needs and offer benefits and products that your customer wants.
4. Treat all your customers with respect so they feel valued.
5. Listen to your customers and treat complaints positively as if they are handled properly and promptly they can be an asset to your business.
6. Make yourself available to answer your customers questions and comments. Do not let questions or concerns go unanswered. Follow up is very important in building customer trust.
7. Regularly add up-to-date content to your site. Post information about your product/service that has special value for loyal customers – or incentives for “new” followers.
8. Pay attention to your site and make sure it is user friendly for all your visitors.
9. Direct traffic from one site to another offering different information and or services on each. Use your website as a “landing” page with company specific information. Use your social networking sites as a way to engage with customers and potential customers, building those long lasting relationships. Get to know them on a “personal” level.
Some marketers online think that relationship marketing is a mere fad but if you look closely you will see that it has been in the offline world for eons. Therefore it is not a fad in the online world but is here to stay as people want to feel they are important and valued as an individual. By creating relationships you also create long term customers and repeat sales. Long term customers also help you by referring their friends and others to your site.
So treat all your social networking site visitors with respect and a friendly welcome as you never know which ones are likely to become your most valued long term customers. Then when a customer needs your product or service, they will remember you. And he who has the relationship…wins.
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