Whether in the prospecting, sales and, especially, after-sales phase, it is necessary to maintain an active saudi arabia number relationship with customers and go a little further, creating an experience that makes your brand stay in the minds of your consumer.
Therefore, in this article I will show you the importance of building relationships with your customers and generating value from the first contact, and I will show you examples of brands that know how to delight customers, such as Nubank and Apple.
Happy reading!
When we talk about experience, we are talking about caring about the customer's goals and, currently, there is already a sector basically dedicated to this: Customer Success (CS).
The client's goals are just as important as the company's, and this is because it is understood that if your client is successful, your business will be too.
Customer Success will be the person responsible for supporting the customer on their journey within the company, offering the best possible experience, always putting the customer first.
Be empathetic
This is perhaps one of the simplest tips, but it is rarely used in companies. But if you were the buyer, how would you like to be treated?
When interacting with customers, you should think about them and not about the sale that your business can close. Stop and think: what are their real needs?
Don't focus your speech on your company, forget how wonderful it is.
Understand the customer's demands, listen to them carefully and focus on their needs.
The era of experience and customer focus
Nowadays, the experience and relationship that a customer has with a brand are as important as the service or product it offers.
Think about the number of brands competing for a minute of your attention every day, whether on social media, on TV, on billboards, in street pamphlets or directly at points of sale.
Often, the one that will be most memorable for you is not the one that offers the best or most beautiful product, but rather the one that offers good service or a different experience.
Typically, these companies are one step ahead of the competition, heading towards success.
The Consumer Experience Inside Apple
Apple customers
If you've ever needed Apple support, you'll understand what I'm talking about.
Today, one of the biggest brands in the world, in addition to delivering products with a total focus on customers and that seek to make life easier for those who use them, knows how to delight people.
The brand's secret to success is focusing on the customer and their needs, which is why Apple never talks about the brand, but rather how its product solves the consumer's problem, creating advertising material based on people interacting with its products.
Today, the company doesn't even need to try so hard because word-of-mouth and influence advertising is already enough.
To give you an idea, Apple's former VP of Marketing, Phil Schiller, even stated that the brand didn't spend anything on marketing when launching the iPhone in 2007 because people's organic buzz was already enough.
Personalize every experience
We can see all around us how much people prefer companies that provide them with a unique experience, unlike those that treat visitors as just another “potential customer”.
As a reward, companies that provide more personalized treatment receive not only support, but also recommendations from their customers to friends and other acquaintances. Nubank is an example.
The “purple” bank that revolutionized the way we use financial services has a culture of enchantment called WoWs.
WoWs are personalized, handwritten letters and souvenirs that are sent to some customers after the service, not to mention the relationship show through social networks, which led Nubank to become the largest digital bank in the world.
nubank customers
Here you can check out in more detail how Nubank implemented this type of strategy:
Link: https://www.linkedin.com/pulse/o-custom ... bdomain=pt
Identifying problems and resolving them in a timely manner demonstrates competence!
Now, think about this.
You purchased a product from a large appliance store, however, the item that arrived at your home was not what you ordered.
You will be upset and upset with the company's conduct, but if you receive prompt support or are surprised with a free gift or bonus, you will likely do business with them again.
Timing is everything, and if you can identify the root of your customer's problem and offer the solution at the right time, you're done!
Zappos, an American e-commerce chain, is a master at customer relations. In fact, the service is so good that two customers decided to get married within the company.
A good relationship doesn't just work, it ends in marriage!
Don't forget about after-sales service
Anyone who thinks that a closed sale means the end of the relationship between the company and the customer is mistaken. Quite the opposite, it is necessary to ensure the success of the customer with the solution you have just sold.
So, after selling your product/service, wait a week or a month and ask what your customer thought of your solution.
If you have sold a physical product online, even if the tracking code indicates the arrival of the product, ask if the order arrived in good condition.
This strategy will certainly make your brand remembered and, most importantly, make the customer feel important and much more than a cold number or a sales protocol.