Sabine Lanjock
TechInAfrica- Nowadays, most successful startups are growing fast. Yet, such a growth can lead to the potential lose of relationships you had in the early days with your customers if you’re not careful with the expansion of customer base.
Customer experience is now more important than ever.
That’s why, great communication can appear as the key to success and a good way to reduce this risk. Make sure your customers feel like they’re getting the same attention they received on day one by:
- Communicating with them consistently
- Using smart tools to target your audience and personalize customer interaction
- Listening to and acting on what your customer base is saying to better understand their needs
Keep communication consistent
Communicating with each customer can easily get more complicated as your customer base grows. It can also results as a waste of time. Not only does this give you more work, but it could also make customers feel that they’ve been forgotten if they don’t hear from you as often as they used to.
In order to streamline these lines of communication with your customers, using a tool can turn out to be helpful. You will be able to communicate better with your customers, and be sure you are dealing with all customer support requests quickly.
Always keep relationships personal
Make sure your communication with customers remains as personalized as possible. No customer wants to feel like they’re one of many that receives routine contact. Using a Customer Relationship Management (CRM) tool can help you keep track of customer preferences and communicate with them on a personal level.
For instance, you can send out emails with personalized messaging or even contacting customers on their birthdays to improve these types of relationships. Furthermore, you can also use analytics to better understand what extra products or features customers might be interested in, rather than bombarding them with nonstop offers.
Don’t forget to listen to your customer base
Your customers need to feel like communication is way more than just words, and that you’re implementing real actions.
By putting your customers’ feedback at the top of your development decisions, not only will they feel like they’ve made an impact, but you’ll also learn what improvements you need to make. We gather this type of feedback from customer survey data, running focus groups, and creating usability studies to understand what our customers need from our product. It’s played a crucial role in building the company into what it is today.
Source: Startupnation
