98 Create & connect Customers hold the key to your success, they have the power to drive, grow and move your business forward. Connecting and communicating with your customers to ensure they enjoy a positive experience and give good feedback is so important. It’s one of the best ways to make your company stand out in an increasingly competitive world! There are so many different platforms and ways to make a connection with your customers. In fact, it can feel a bit overwhelming so here are a few essential tips to bear in mind. Get to know your customers This is a big one! It sounds simple, but a good business will know their customers inside and out. And everything you do as a company should be done with the customer in mind. From the products you offer and the shopping experience all the way to aftercare and refunds - put yourself in your customer’s shoes, what would they like to hear? Build the best experience One of the simplest ways to connect with your customers is to create a positive experience for them. Make sure that shopping with your company or accessing your services is as easy and straightforward as possible. A frustrating or complicated process will leave a bad impression and may deter customers from completing their purchase or returning. Have fun Get creative with content to enhance a customer’s experience of your products. Build excitement around new products with fun ideas of how to use them, stepby-step demonstrations and inspirational projects. Whether you’re creating videos or writing blog pieces, productled content is a great way to build customer interest and generate direct communication. Don’t leave them waiting Respond to customer queries, concerns or complaints as quickly as you can. Getting back to a customer in a timely manner, communicating with them directly and with a personal touch might take the sting out of their problem. Listen carefully Customer feedback is so valuable, it’s the best way to find out what they love and what can be improved. Even negative feedback offers a great opportunity to learn and grow. It’s also a way to find out what your customers want to see from your company, a fantastic insight to remember when planning future products! Show that you care Let your customers know just how much you value them and the time they spend with your company. A little bit of appreciation can go a long way! It can be as easy as following up a good review or order with a thank you email or liking a customer’s comment on social media. Or you could go the extra mile and create a club to reward loyal customers with special discounts and exclusive early access to new products. ‘A satisfi d customer is the best business strategy of all’. It’s a famous saying and it’s so true! Sara Davies tells us why… Sara Davies MBE is founder of Crafter’s Companion.
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