Developing Good Customer Relationships
Building Trust and Goodwill With Customers
Think of the last time that you stood in a long line in a store, or struggled to reach the right department in a call center. How did it make you feel? Chances are, you felt frustrated. But you may also have felt that the company didn't value you as a customer.
Experiences like these can cause you to take your custom elsewhere. In time, if other customers do the same, the company's future will be in jeopardy.
Now think what happens when you have a positive customer service experience. You're happy, your needs are met, you're likely to return to the company in future, and you may even recommend it to your friends. The organization has benefited directly, too. The money that you spent, along with that of other satisfied customers, will have helped it invest in new products and services for the future.
In this article, we'll look at how you and your team can build and maintain good customer relationships.
Why Good Relationships Matter
John Kay, a professor at London Business School, noted the importance of strong relationships in his 1993 book, "Foundations of Corporate Success." He suggested that companies can build competitive advantage by developing good customer relationships.
These good customer relationships generate income, but they also provide invaluable information about your customers' needs. If your organization can respond to these needs, it can become even stronger in the future....