Business marketing is now much more customer-centric than it used to be. No longer is the focus directly on benefits and features.
Marketing now “spills over” into relationship management, just like sales.
Relationship marketing is the focuses on building and nurturing long-term relations to increase customer loyalty and conversion.
If you keep your customers (and potential customers) happy and satisfied, they keep buying from your business, and recommending you to their friends and colleagues.
The main focus of relationship marketing is to ensure that customers keep wanting to buy from you.
How to build your relationship marketing strategy
As a business, you need to put your customers experience at the center of your business to ensure that they are satisfied with what they get from you.
The following are some tips to build a relationship marketing strategy/experience.
Great customer service
Of course this goes without saying, but there are many small businesses who do this poorly. Provide answers to your customers questions. Treat your customers as best as possible and be there when they need you.
Customer experience matters
Customer service go hand in hand with customer experience. Continuously solicit feedback from your customers as to what they like and don’t like. When a lot of customers want something, give it to them. The purpose of this is to make the customers’ journey delightful every step of the way.
Social media gives you the opportunity to answer customer’s questions. Social media is one of the best channels to build relationship with your customers.
But as you know many discussion forums are cesspools of human expression, so it’s critical you ensure yours never becomes one. Setup a series of sensible rules, don’t tolerate rudeness, ensure the forum is moderated effectively.
With relationship marketing, you must always be ready to communicate with your leads and customers, whenever and wherever they are.