You could be the cheapest, the coolest or the best – whatever makes you stand out from your competition. I’m currently tapping away at my MacBook, with books beside me from Amazon. I am a dedicated and loyal customer of two of the most memorable customer service brands in commerce today. Not because they are cheap. It’s because they are cool, great to use, convenient and have become essential to my business.
I wanted to do the same. Here at Diamond Logistics we build our own loyal followers – the key to building a steady and sustainable business. We’ve doubled our turnover in the last year, so it seems to be working!
Here’s the Diamond Top 5 Tips for building a great relationship with your customers that you could apply to your business;
- Make it easy for your customers to get in touch – Local telephone numbers, local service centres, staffed by dedicated Diamonds 24/7 who really care about their clients, means our customer experience is friendly and personal. And that builds loyalty.
- Look, act and behave differently to your competitors – We defined our core mission as Shared Success – building mutually beneficial partnerships. Create your own strong identity, brand guidelines and ethics – and then make sure they run through the business like the writing on a stick of rock. Don’t be afraid to be different. Different is good!
- Feedback made easy– Survey clients, ask for feedback, and encourage interaction on all platforms – especially if it means handling complaints straight on. Mistakes will happen – but those mistakes can be turned into opportunities to further differentiating your service from the competition. Try to respond in a generous and repentant manner and it can, conversely, win greater client loyalty.
- Stay in touch with your customers – in lots of different ways. Send postcards, email service updates, make client care calls, send hard copy newsletters, and make your brand at the forefront of your clients’ minds. They may not need you every day but when they do make sure you are the first company they think of. Talk to people – it’s amazing how many companies don’t speak to their clients anymore. People like people so do what people do – pick up the phone, talk, interact, build relationships.
- Be easy to use– Build your business into the very fabric of their existence by making your services simple and convenient to use. I order from Amazon with One Click on my phone and my life is organised on my Apple products. At Diamond we integrate with our clients operations in a manner which transforms their dispatch departments. So much so that some of our clients have said that they don’t know how they survived without us. We do it via an online booking and tracking programme, which integrates 10 different carriers on one, slick platform. Once we are working with a business we retain them for years, which is a great stable platform for them to build their businesses on – and great for us to build ours on too. It’s a win-win situation.
In our industry, top performers achieved growth of 5% last year (Source: UK Parcel and Carrier Report 2015). Here at Diamond we grew by 89% and that rate is accelerating. I’d put our growth down to following these five simple tips and hope you find them helpful too. Best of luck!