Nexa Lab Blog – Ever wondered how some businesses seem to have customers who stick around like old mates? Learn about how to build customer relationship that last for businesses.

That’s the magic of building customer relationships. It’s all about creating connections that go beyond the basic transaction.

We’re talking about forming bonds that make customers feel valued, understood, and keen to come back for more.

It’s like cultivating a friendship, but in the business world. You wouldn’t ignore a mate’s birthday, would you? Same goes for your customers – remember their preferences, celebrating their milestones, and being there when they need you.

Look, in today’s tough market, having a killer product just isn’t enough.

Building solid customer relationships is what you want to do. It’s just like creating a loyal fan base for your business. It’s what keeps people coming back, even when competitors are waving shiny new offers in their faces.

Think about it – we’re bombarded with choices every day. What makes us stick with one brand over another?

More often than not, it’s the relationship we’ve built with them. It’s that warm, fuzzy feeling we get when we interact with a business that truly gets us.

Today we’re going to talk more about how to build a customer relationship, the benefits, and strategies to implement it.

Let’s get to it!

Benefits of Strong Customer Relationships

So, why is putting effort into customer relationships worth your while? There are several benefits that you need to realise, which are:

1. Increased customer loyalty: When customers feel connected to your brand, they’re less likely to jump ship.
2. Higher customer lifetime value: Loyal customers tend to spend more over time.
3. More word-of-mouth referrals: Happy customers become your best marketers.
4. Reduced marketing costs: It’s cheaper to retain existing customers than to acquire new ones.
5. Valuable feedback for improvement: Customers who trust you are more likely to give honest feedback.
6. Competitive advantage: In a world of similar products, relationships can set you apart.
7. Increased customer satisfaction: When you understand your customers, you can serve them better.

Think about it – when was the last time you raved about a business to your mates? Bet it was one that made you feel special, right?

More on Nexalab’s blog: Data-Driven Marketing: Definition, Challenges, and Benefits

Strategies for Building Customer Relationships

We already covered the “what” and “why” of customer relationships – now let’s dive into the “how” with practical strategies for building and maintaining strong connections with your customers.

There are at least 8 important strategies to build customer relationships, according to Mailchimp. With that as a reference, we add two more details so you can have a more comprehensive customer relationship strategy.

1. Provide Exceptional Customer Service

First things first, mate – exceptional service is non-negotiable.

We’re talking about going above and beyond, not just doing the bare minimum. Remember that time the barista remembered your complicated coffee order? That’s the kind of service that builds relationships.

It’s about being proactive, not just reactive.

Don’t wait for problems to arise – anticipate needs and address them before they become issues. And when things do go pear-shaped (because let’s face it, they sometimes do), own up to it and make it right.

2. Understand Your Customers

Get to know your customers like you know your best mates.

What makes them tick? What keeps them up at night? The more you understand them, the better you can serve them.

This isn’t just about demographics – it’s about psychographics too. What are their values? Their aspirations? Their fears? Use surveys, social media listening, and good old-fashioned conversations to dig deep.

3. Personalize Customer Interactions

No one likes feeling like just another number. Personalisation is key. Use their name, remember their preferences, make them feel seen and heard.

But let’s not be creepy about it. There’s a fine line between personalized and invasive. Use the information you have wisely and respectfully.

4. Offer Value Beyond Products/Services

Give your customers more than they bargained for.

Free workshops, helpful content, unexpected perks – it’s all about adding value to their lives beyond what they’re paying for.

For instance, if you’re a fitness studio, don’t just offer classes. Provide nutrition tips, recovery advice, and maybe even occasional outdoor group activities. Show that you care about their overall well-being, not just their membership fees.

5. Implement a Loyalty Program

Who doesn’t love being rewarded for their loyalty? A well-designed loyalty program can turn casual customers into raving fans.

But here’s the kicker – make it genuinely valuable.

None of that “buy 10 get 1 free” rubbish. Think creatively. Exclusive experiences, early access to new products, or partnerships with complementary businesses can make your loyalty program stand out.

6. Communicate Consistently and Transparently

Keep the lines of communication open, clear, and honest. No one likes being kept in the dark or fed corporate jargon.

This means being upfront about changes, owning up to mistakes, and celebrating successes together. Regular updates, whether through newsletters, social media, or direct communication, can keep customers feeling connected and informed.

7. Leverage Technology for Relationship Building

Use tech to your advantage. CRM systems, social media, personalised emails – they’re all tools in your relationship-building toolkit.

But remember, technology is a tool, not a replacement for human connection. Use it to enhance relationships, not to automate them out of existence.

8. Gather and Act on Customer Feedback

Listen to what your customers are saying, and more importantly, act on it. Show them their voice matters.

This could be through formal surveys, social media monitoring, or just casual chats. The key is to not just collect feedback, but to visibly act on it. When customers see their suggestions implemented, it strengthens their connection to your brand.

9. Exceed Customer Expectations

Under-promise and over-deliver. It’s an old saying, but it works wonders for building strong relationships.

This doesn’t mean setting low expectations. It means being realistic about what you can deliver, and then finding ways to add a little extra sparkle. It could be as simple as a handwritten thank-you note with an order, or as elaborate as a surprise upgrade.

10. Foster a Customer-Centric Culture

Make customer focus a part of your company’s DNA. From the CEO to the newest hire, everyone should be on board with putting customers first.

This means embedding customer-centricity into your hiring practices, training programs, and performance evaluations. It’s not just a job for the customer service team – it’s everyone’s responsibility.

How to Implement Customer Relationship Strategies

Alright, so you’re sold on the idea of building better customer relationships. But how do you actually make it happen? Here’s a step-by-step guide:

1. Start with a customer relationship audit: Take a hard look at your current relationships. Where are you excelling? Where could you improve?
2. Set clear goals and KPIs: What does success look like for you? Is it increasing customer retention? Higher satisfaction scores? More referrals?
3. Train your team on customer-centric practices: Make sure everyone understands the importance of customer relationships and knows how to nurture them.
4. Invest in the right tools and technology: Choose CRM systems and other tech tools that will support your relationship-building efforts.
5. Create a customer feedback loop: Set up systems to regularly collect, analyse, and act on customer feedback.
6. Regularly review and adjust your strategies: What’s working? What’s not? Be prepared to pivot and refine your approach as you learn.
7. Consider tech-stack integration: Let’s say you already use another software like professional service automation (PSA). Integrating it with CRM software can help you understand your customers better. This process might be technical, so make sure you partner with an integration expert, like Nexalab.

Remember, Rome wasn’t built in a day, and neither are strong customer relationships. It’s an ongoing process, but one that pays off big time.

More on Nexalab’s blog: Implementing CRM Software, A Step-by-Step Guide for Businesses

Conclusion

Building strong customer relationships isn’t just good practice – it’s essential for business success in today’s competitive landscape. By implementing these strategies and constantly striving to improve, we can create lasting connections with our customers that benefit everyone involved.

It’s about seeing customers not as transactions, but as partners in our business journey. When we invest in these relationships, we’re not just building a customer base – we’re creating a community around our brand.

Investing in CRM software is a smart move for any business looking to improve sales, marketing, and customer service. But to get the most out of your CRM, it needs to work with your other tools.

Nexalab’s App Integration Services can help you connect your CRM with other essential platforms, like PSA software, for example. This means you get a complete view of your customer data, automate repetitive tasks, and personalise your customer interactions. It’s a solution that helps you get the most out of your CRM investment. Contact Nexalab today to explore how App integration can drive your business forward.