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  • 4 tricks to getting customers to LOVE their franchise

    4 tricks to getting customers to LOVE their franchise

    Nurturing relationships with customers is a vital part of growing a successful business. In this age of automation and technological innovation, caring for your customers has never been more important. At any moment, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business. That’s why it’s even more important than ever to create an excellent experience for your customers which helps turn your company’s relationship with them into love.

    Love of customers is a marker of a good franchisee, and helps create long-term relationship with customers.  As customers increase, it often gets harder to provide attention and personal care, but those are the two things your customers need the most.  Appreciating your customers for using your products and/or services is essential along with sharing with them that you value their feedback, recommendations and suggestions.

    1. Surveys and focus groups help you understand and analyse your customer’s changing needs. Ignoring customer feedback will undermine your business.  The point of seeking input from customers and prospects is to figure out how you can better deliver what they most desire.  Responding to customer feedback on the web and with Email is crucial.

    2. Point of sale employees have to learn how to probe customers and provide suggestions for their purchases.  Alert customers to any significant changes, good or bad. Be clear and concise when explaining changes.  A live chat can increase customer satisfaction rates with high and low tech-savvy customers.

    3. Clear communication with customers service is essential.  Teach your customer service representatives how to answer questions as clearly as possible, and make sure they eliminate all jargon from responses.  Any change in the product channel whether with its price or service, has to be properly explained and justified to your customers.

    4. Offer free upgrades and extras on customer’s special days like Birthdays and Anniversaries, or provide personalised gifts to your most active customers.  Most active users will value the interaction and will have a story to tell everyone they know later about how much they love what you have done for them.

    The importance of creating a customer-focused culture should not be overlooked. Most businesses are failing when it comes to the customer experience. That leaves you with an opportunity to swoop in and enchant those same customers so they fall for your business.  Keep in mind that most businesses require only a small share of a market to be successful.  Great customer service is essential to increasing that share, and creating the love from customers that your business needs to thrive.

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