Building good relationships with customers is key to owning a successful business. It costs substantially less time and money to keep your existing customers coming back than it costs to acquire new customers. While every business will need to continue seeking new opportunities and new customers, your income can be driven by those you have already engaged. Clever CRM is not a mystery. With so many different ways to contact your customers you can reach them wherever they are, and whenever you need to.
To build a good relationship with a customer, you need to ensure you have a strong trust between you. The customer has invested their hard earned cash into your product or service. There are many parts of this single transaction where trust can break down. If the customer feels the payment was not secure, or your handling of their personal data is inadequate, you can easily lose them as a customer.
Once they have received your goods or service, your reputation is once again on the line. The product must live up to the hype of your advertising. It must meet the needs of the customer. The customer must not be disappointed or let down by the expectations they had for your product. Finally, your customer service must be impeccable. Notifications, fast delivery, good packaging, and plenty of after sales care are all high on the list of priorities for a customer.
So what happens when the tables are turned, and you can’t trust the customer? There is an incredibly high amount of fraud out there that is costing small businesses like yours billions of dollars a year. Stolen credit card details and identities can mean the transaction you made will be void. You may lose the goods you sent out, or at the very least have the cost of time trying to resolve these problems. There are some services out there to help you be able to trust customer transactions more readily. Knowledge based authentication is one way to help you weed out problem transactions before they cost you money.
Your IT systems may be one of the places to start when you are looking to improve the quality of valid customer transactions. Most of us outsource our IT solutions for online services, so speak to your supplier about additional ways to verify customer details are genuine. With so many fraudulent transactions taking place online, making sure your systems are as tight as they can be is essential.
Sadly, it is a fact of life that hackers and credit card fraudsters will steal and use any data they can get hold of. This can force you into a false sense of security when it comes to transacting with customers. Your customers also need to know that you are holding their details and payments safe from these risks. Building customer trust is every bit about data and payment security as it is about the quality of the goods and services you sell. Ensure your systems have authentication checks installed to reassure your customers are happy to do business with you.