The Most Important Step: CRM
Now that you have your website up and running with products to sell, it is time to focus on the customers. Your customers are the single most important aspect of your brand and will either cause your brand to prosper or fail. There are multiple ways that consumers can share their experiences with your brand, and you want all of them or most of them to be positive. Now it is noted that you cannot physically please everyone all the time, but the best advice is to try.
Customer relationship management is the way that your brand will handle customer service and all aspects of building relationships with your customers. You want to work to build long-term relationships with as many customers as possible. This will require you to work with customers occasionally even when you disagree with their opinions or statements. One reason this is so important is because loyal customers are hard to build attain, but they are overall more profitable in the long run. It is also noted that loyal customers are more profitable than new customers. Therefore, it should be important to a brand to focus on their current customers and building relationships with them rather than solely focusing on attaining new sets of customers.
When building relationships with customers you will want to communicate with them in a timely manner and show them who you are. You should try to treat your customers as your friends and communicate with them in a friendly way all the time. It is also important to show your customers appreciation for their posts or comments on your brands clothing or pictures. Every time a customer comments or posts a picture featuring your products you should reply. This will make consumers happy that they are actively being able to be a part of your brand and make them feel good to be noticed by you. One thing you should understand is consumers want to feel a part of your brand and this will in return make them more likely to repurchase items.
One difficult aspect of customer relationship management is continuing to make loyal customers happy. This may be allowing a loyal customer to exchange an item past a due date or being understanding when they are not happy with their purchases. Even if some aspects are against your set policies, it may be more profitable for you in the long run to make everything right. You can stand to lose the amount of a product but losing a loyal customer will be much harder to reacquire. Also, if you do go the extra mile for your loyal customers that will show them that you truly care about the relationship you share. Customers want to feel valued and that their purchases mean something to you. If consumers do not feel appreciated or valued, they are more likely to switch to one of your competitors.
Overall maintaining customer relationships should be held very high on the importance list for your brand. Loyal customers will be the most profitable for your company and can allow for growth by positive word of mouth. If your customers post about your products this can also gain more exposure for your brand. Customers are also more likely to listen to positive word of mouth rather than advertisements placed by your own company. Therefore, focus on building a strong set of loyal customers who can positively affect your brand. Next, we will discuss how to build your brand following on social media sites. With a loyal set of customers and the tips to continue to grow your following you will be on the way to a successful brand!