Customers can often stay loyal to a certain company or a certain brand indefinitely, unless either something specific happens that causes them to want to change, or another company comes around and happens to charm the customer at a time when they may be feeling a bit ignored by their favorite company. Like any relationship, the ones that you form with your customers are going to be critical for your brand development and brand management. Continuing to be recognized as a top notch company is critical. When your customers start to lose touch with you, the door opens for someone else to swoop in and poach those very same previously loyal customers away from you.
Here are three ways that you can ensure great brand management by keeping your customers very happy and making them feel important:
1. Use the social media networks consistently: Since social media is now one of the primary ways in which many customers are getting their news and keeping in touch with others, staying active is important for your brand management. When you start to fade away on the social networks, you definitely run the risk of being forgotten, even by your loyal customers. They will slowly become more interested in “someone else” and perhaps end up jumping ship and moving on.
2. Use your email marketing lists consistently: Email is another way that you need to keep in contact with your customers. Because most people are checking their email at least daily, and many of those people checking it constantly, you do not want to miss out on this opportunity to connect with the customers and remind them that you are not only still out there, but ready and waiting to deliver to them the exact goods and services that they need, and that you are committed to your customer service and high quality reputation.
3. Address issues promptly: If, at any time, a customer has a question or concern, then you have to be sure that you address it as soon as you possibly can. The moment that a customer feels like they wait too long to hear back from you, their loyalty will start to slip, and it will slip fast. Even if they have a simple question about a shipping policy, don’t let it go unattended for too long. Most customers report that they are willing to wait a couple of days to hear back from a trusted company, but those companies that are committed to great brand management will find a way to shorten that waiting time and get the information to the customers immediately. Live chat and email contact information is one great way to get that done.
Brand management requires that you keep close tabs on your loyal customers and maintain the relationships and connections that you have developed. These connections are going to be critical for your success, and should be recognized as extremely valuable. When you do this, and follow the tips above, you will find it easier to maintain the relationships with your customers more easily.