Key Considerations to Make When Building Customer Relationships
Did you know that 75% of consumers are more likely to buy from a company that not only knows their name and their buying preferences, but makes recommendations based on that information? That’s strong evidence that the relationship you have with your customers is critical to achieving success. The challenge, of course, is actually building those relationships in the first place. Having a Powersports Relationship Marketing tool can help!If you’re struggling, the following tips can help.
Turn Expectations on Their Ear
All customers have expectations. The trap here is when you try to meet them. That’s just doing the bare minimum and won’t result in a lasting relationship. If you do nothing more than any other dealership in the powersports industry, you can’t expect to see outstanding results, can you? Instead, you need to identify your customers’ expectations and then exceed them. Not only that, but you need to do so on a regular basis.
Focus on Customer Retention
As Forbes points out, it costs five times more to acquire a new customer than it does to keep those you already have. Of course, we’re not suggesting that you stop prospecting for new customers, but you do need to pay attention to the ones you’ve already earned and find ways to keep them. The first step here is to find out why customers return to you, then determine the number that do. Use that information to help improve your retention rate. Remember that a sale is just the beginning of your relationship. It’s not the end.
Often, there is nothing better than getting direct answers right from the people who matter most – your customers. Get feedback on how you and your team are doing. What could be done better? What suggestions do your customers have? You can send this out as an email survey, use an online survey, poll your social media fans, and more. While some of the information might not be usable, you may be surprised at the number of trends you unearth that give you the starting point to building stronger relationships. Often, just asking what you can do better is a step in the right direction.
Create a Two-Way Conversation
It’s all too easy to fall into the trap of creating one-way flows of information, even with digital technology. Don’t do that. Focus on starting conversations with your customers and ensure that information flows both ways. Be an active partner, not a marketer.
Show You Care
Your customers want to feel valued, and there are few better ways to do that than by offering them something of value. It could be something as simple as a 20% off coupon for being a valued customer, or it could be something even more valuable. Loyalty discounts for long-time customers foster stronger relationship, and can often create brand advocates from happy customers.
In the End
When it’s all said and done, building customer relationships is not that difficult. Utilizing a plan with powersports relationship marketing can be beneficial to your dealership. You just need to focus on your customers as real people and break out of the transactional mindset.