Good Customer Rapport is a Business Bonus
Customer satisfaction is the number one goal of any business. It’s what you work toward and enjoy the afterglow of when you have accomplished your mission. What you are hoping for is customer satisfaction to develop into customer loyalty. Almost 40% of your satisfied customers will eventually do business with your competition. Now, I know you are thinking €œWell I still have over 50% coming back€ but that thought may be costing you more than you think. Attracting new customers can cost twice as much as keeping your existing customer base and that€™s money you want in your profit margin not in your marketing losses.
What is it then you need to solve this problem? You need to go beyond customer satisfaction and establish a rapport with you customers. As defined by Merriam-Webster rapport is €œrelation marked by harmony, conformity, accord, or affinity€™. Doing this during the holiday season only makes good business sense. Your customers are in a spending mood and their goodwill toward men is spreading like wildfire. With all these feel good vibes going around you want to be their go-to business.
The main step in developing customer rapport is establishing some kind of common ground. This is more easily done in a brick and mortar business because you have the opportunity to read body language and your own good attitude to create a relaxing atmosphere to do business.
Utilizing modern technology to get in contact with your customers can be using the telephone, fax, email or business newsletters. My personal experience with customer rapport is my insurance agent. I moved 3 ½ hours away from my original agent a few years ago. She sent a Christmas newsletter out every year letting her customers know how her family was doing, her staff and their families and the various ups and downs of the business the previous year. I just recently changed agents when she retired and no longer felt any customer rapport or loyalty to the new agent. I kept her for eleven years because for one, she was a great agent but also because I looked forward to her Christmas newsletter. I believe that this was a remarkable bit of marketing on her behalf.
Tiger Team Solutions can develop a business greeting card or newsletter personalized to your clients. This can include a sales pitch, a new slogan, or just holiday greetings to help pass on the holiday spirit. We want to help you build your customer rapport and in the process help you build a solid customer base from which to launch into the New Year.
