Any business person worth their salt would agree that the key to keeping a business running is to make sure that customers are continually satisfied. This is why improving your business’s customer relationship is essential to your growth.
There are two questions that we can derive from this. How do businesses guarantee that the customers are satisfied? And how does this directly affect your business? The answer to the first question is through the collection and analysis of VOC.
What Is VOC?
To grow, you need to understand your customers’ expectations, aversions, and preferences. This is called “Voice of the Customer,” or referred to as VOC. Businesses use various VOC collection tools to gather data about their customers.
This data is then analyzed for businesses to know how else can they improve their product or service. It takes many in-depth qualitative and quantitative studies before the data are used to a business’s advantage. The question now is this; if it takes quite a lot to capture the customer’s voice, why should businesses bother?
Why Strengthen Your Customer Relationship?
You would often hear from plenty of business owners that you must pay attention to your relationship with your customer if you want your business to grow. While that specific piece of advice is helpful, what seems to be lacking is why it’s important. We took it upon ourselves to look for these reasons, and we’ve listed them below.
Adding Value to Your Goods or Services
Offering a product to a customer is one thing, but providing them with goods or services that are of value is another. Seeing customers as nothing more than consumers of your product is why plenty of businesses fail. It is more likely that loyal customers choose a brand over quality. This is because when you always reach out to customers, it shows that you care about them, and this value is more than enough to keep them loyal to you.
A strong customer relationship also paves the way for quality and sincere feedback from your customers. If you have established a relationship with your customers, they would actually be more than happy to see your growth because, after all, they consume your product and your business’s growth means better goods or service for them. A strong customer relationship is beneficial because their feedback means a lot, and you get to improve your goods accordingly.
Concentrate on Quality
One secret to business success is that you should never focus on making sales; instead, concentrate on improving your products. When you offer something different and of quality, the sales will take care of themselves. A strong customer relationship helps you determine which areas you still need improvement on. Through the analysis of customer data, you get to improve the quality of your goods or services.
After mentioning the effects of quality products on your growth, now is as good a time as any to discuss the increase in sales you would receive from an improved customer relationship. The constant development of your product guarantees that you get to meet client satisfaction. This means that there is simply no reason for your customers to try another company that offers the same product as you do because they already have you as their primary option. This loyalty to your brand caused by a strong customer relationship results in a significant increase in sales.
You’d be surprised at how creative some of your customers are when it comes to improving your product. There would be times when your customers want something extraordinary, and they’d want it to come from you. A strong customer relationship will help you achieve that. When you know what your customers want, you will be flexible on product or service improvement because you want to reach your customers’ expectations. This gives birth to new ideas. In addition to this, new ideas are effective not just in repeating customers but also in reaching your potential customers.
Customers want familiarity. They do not want to get their products from strangers, and while you as an individual may be a stranger to your customers, your business isn’t. A strong customer relationship builds trust between you and your consumers. When people trust your business, not only do they stay, but they also encourage other people to try your product or service.
The market in any industry is almost always a competitive one. However, there’s one aspect that every successful business pays more than enough attention to because of its benefits, and that is the customer relationship. If you plan on starting your own business, make sure this is on your checklist.