Excellently managing your company and producing quality outputs are not the only factors a growing business must consider. Nurturing and strengthening existing relationships are of equal importance.
But then you will wonder, “How can I ensure that I have a good relationship with my client?”
This is where proper community management comes in – connecting with clients and going past the inquiry stage is the kind of relationship you would like to establish. In this digital-driven world, interactions with your customers can happen anywhere and anytime, from your social media accounts to your website and community management, which ensures that you can build a solid foundation of trust with your clients.
BUILDING GOOD CLIENT RELATIONSHIPS
The KEY to keeping your business successful is to build relationships with your clients.
Octane AI says that 86% of customers who build emotional connections with a brand tend to continue business in the long run which should be your goal – have a sustainable business in the long run.
Acquiring new customers is costly. A Harvard Business Study cited by Octane AI said the cost of acquiring new customers is 5-25% costlier than retaining customers. It is definitely easier to just build a connection with a customer who already knows your brand than to introduce yourself altogether to a new potential client. Building client relationships encourages them to be loyal to your brand which, for your business, means around a 25% to 95% increase in profit for every 5% customer retention rate.
HOW YOU CAN BUILD GOOD CLIENT RELATIONSHIP
Easy as it may look, doing effective community management takes a lot of effort. Curious about how you can make your audience feel seen? Below are some steps you can take to do that.
LISTEN
Part of community management is listening to your customers. By listening, you get to examine what your clients want. From this, you can have an idea as to how you can improve your company’s product and/or services.
PARTICIPATE
Apart from listening, engaging with your customers is also vital in improving client relationships. Engaging with them lets them know that your company really cares for them, making them trust you more.
MODERATE
Some customers tend to be aggressive, choosing to be unreasonable instead of trying to communicate their problem directly to you. As part of your community engagement plan, it is a must that you moderate your pages to keep profanity and any other offensive comments to protect not only other customers but your company’s reputation as well.
OBSERVE
You do community management not only for improving client relationships but also for feedback collation. It might seem confusing at first, but engagements on your company posts, blogs, and releases can be very helpful for you to adapt ways of providing effective community management.
HOW TO CHOOSE YOUR COMMUNITY MANAGERS
Community managers are the bridge between your brand and your target market. Their presence drives interaction that opens doors of opportunity for you and pushes your brand forward.
When choosing your community managers, make sure they know how to utilize available data to formulate plans and contents to be targeted to you and targeted for you. They must have a strong understanding of the business identity and know how to project it to ensure customer retention. They must have knowledge of customer service and be adaptable to different types of clients.
If you want community managers with these exact characteristics, connect with ZBiz Solutions. We offer quality community management services led by our pool of dedicated and talented professionals who will understand your brand and connect with your customers’ needs.
Email us now and let’s discuss how we can help maintain the good relationship that you have with your clients.
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