Nacho Arroyo Figare do Responsible for Marketing, Communication and Social Networks of LaExperiencia.com, a website that allows sending ACL Direct Promo · We know about Relationship Marketing We are experts in loyalty and incentives · We like to create unique experiences ACL Direct Promo · We know about Relationship Marketing We are experts in loyalty and incentives · We like to create unique experiences In a time like the current one marked by a crisis that has not just left us, the client, consumer, user or whatever we prefer to call it, must be more than ever well cared for because, according to data from the American Management Association (AMA), ‘a client dissatisfied, he comments to an average of 10 people about his dissatisfaction ‘. But – and here I launch the first of the questions that deserve deep reflection – do we really know what opinion our clients have of our brand or company?
The AMA reveals North Korea Email List another devastating fact: companies do not receive any complaints from 90% of the customers they have lost. So how do we manage our relationship with our clients? Are we able to establish a conversation with them that allows us to identify what they really need? The customer does not inform the companies of their purchase experiences (neither positive nor negative) because they have the feeling that these will be a source of additional annoyance and a waste of time. And the most common excuses for not complaining, congratulating, suggesting or asking the company are of the type: Anyway, nobody would have listened to me I didn’t know who to complain to or where to complain I would have had to wait a long time before getting an answer The Customer Service Department has very limited hours He wasn’t quite sure how to talk about the situation Do you think many of your customers can feel this way about your company? What do you do to encourage that conversation with the customer? If 5 out of 6 clients cease to be clients because they consider that the staff is apathetic or unhelpful, the time has come to enthrone the client and make him the center of all our actions.
Invite him to chat A clear objective is to ensure that more customers communicate their shopping experiences to us because their opinions will undoubtedly be vital to be able to offer them a better service, retain them and become the best ambassadors of our company. Some useful tips to make the client feel like a King: The more communication channels you provide, the better . That the ‘Contact us’ section comes out of hiding and occupies an essential place on your website, allowing them to send you their comments easily and quickly; let him write on your Facebook wall; Create -if you don’t have it yet- a Twitter account and talk to your clients Make the conversation two-way . There is nothing more frustrating for a customer than not being listened to. Respond to their opinions in the shortest possible time. In your relationship with the client, time is much more than money! Ask her. Ask him for his opinion about your products and services through surveys and social networks. Manage your customer feedback properly, drawing conclusions and making decisions. It is well born : You have to heed the old saying: thank your client a thousand times. Without it, you are nothing.