It’s a phrase you hear a lot in retail and other business sectors: the customer is always right. Sometimes, you may personally disagree with this statement, but, on the whole, it’s a statement that is correct and one you should be paying attention to as a business owner. You build your entire company and brand on what the customer will expect of the product or service that you offer. You do market research and you hold focus groups to get the opinions of the people you plan to sell to and you do this because the opinion of your customers is what will fuel your company.
When it comes to your business, the customer experience is the only thing that matters. As it’s the money your customers pay into your company, the reviews they give you and the way you manage them that’s going to make a difference in your profit and loss accounts. Building your brand and making sure you can build relationships with your customers by taking the best IMC programs around is one of the best ways to go forward. You need to be able to effectively engage with people around you, so that you can make your customers feel like you give the best experience they could possibly have. Part of that experience is being able to communicate what you offer and diversify to suit their needs.
One of the only ways companies can grow is by understanding that their customers are correct. Their reviews matter and their experience can make or break your business. If your product is of a high quality and the price is where it should be, the customer experience still matters more than anything else. The way that you ensure customer satisfaction will then influence buying behaviours, and lead to a strong business performance. All of this leads to a stronger company that people can rely on for their shopping – which is exactly what you want.
If more companies pay attention to their customers and their opinions, then they would have a longer life in the industry they sit in. Customers who are satisfied with the service they get are more loyal, spend more money and give more referrals to new customers than those who are unhappy. Have you ever sounded off to a company you have been unhappy with? You probably have – it’s the way we let a company know they’re doing something to upset us. How often do you provide good feedback? If the answer is not very often, perhaps you should start. Being able to offer a positive review for a company is as valuable as a bad review.
Once you know how to communicate to your customers you can ensure that you are delivering a better service that is consistent with their expectations. When you run a company, don’t forget what you want the company to be, but listen, adapt and change with the times as you need to. The customer is always right, especially if they will benefit your business.