There's no denying it: the web has turned customer relationships upside down. Faster, richer, at any time of day, and everywhere. Interactions are multiplying, and your customers can reach you easily.
But... managing this new era can be complex and demanding.
78% of consumers believe that the quality of customer service is a deciding factor when they buy
Jetpulp
Let's look at the essentials of good customer relationships in the digital age 🙌
Offer a personalised customer experience
How many times have you felt good when a salesperson really looked after you?
Personalisation. That's the key.
Your customers want to be pampered and to feel special when they contact you on social media, for example. Make sure they do.
Digital tools give you enough knowledge about your customers to offer them a personalised experience. Purchase history, rental dates, products rented... this data lets you give each customer a unique experience that reflects who they are.
The other day, a friend told me how annoying he found it to walk into a shop for the 10th time and not be remembered. And he's right. I'm not talking about your local supermarket...
But the more you manage to personalise your relationships, the more your customer satisfaction will improve.
A pampered customer is also a loyal customer 🤩
CRM, the essential tool
What is it?
CRM stands for Customer Relationship Management.
It is a tool for managing all your company's relationships with potential and existing customers.
In practice, a CRM lets you automate certain tasks and fill gaps in how you follow up with customers.
It gives you a clearer view of your customers, your marketing actions and your business in general.
Why do I need one?
Top 5 uses of a CRM for a rental business:
- Record your customers
- Manage the bookings linked to each customer
- Communicate with customers and build their loyalty
- Win new customers
- Analyse your results and your customers' behaviour
CRM software isn't just for large companies. Customer follow-up is essential for every type of business.
Digital makes conversations more direct and more personal. A CRM helps you manage customer satisfaction as effectively as possible.
And don't forget: personalise, personalise, personalise
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