Stability and reliability are integral parts of any customer-facing aspects of your business. Without them, you won’t be able to build trust and mutual understanding with your customer base. Here are six reasons clients want stability and reliability from businesses.
1. Customer Centricity
Customers expect that your business is there to serve them, whether that means selling your product and then going your separate ways or providing software updates in a timely manner. Customer eccentricity should therefore be the bedrock of your organization, creating a culture where your focus is reliably on customer trends and needs. This means everything your organization does should have the customer as the focal point. If your position is client-facing, such as a sales professional or customer service representative, this is relatively straightforward. You must be prepared to answer questions, provide assistance or facilitate a sale. However, this attitude must also apply to all positions. For example, if you’re a site reliability engineer or SRE, you’ll need to be certain that the code you’re writing will ultimately benefit the customer, whether the customer will be the one utilizing the program or someone at your organization will be using it to assist a customer.
2. Relationship Building
Clients and customers want to see that they can build relationships with businesses, particularly for products and services that necessitate long-term relationships. Some examples of these are the garage where you take your car for inspection, software companies and your bank. When a customer starts a relationship with this kind of business, he or she wants reliable customer service and the assurance that the business is stable. No one wants to open a bank account and then find out the bank is involved in some kind of scandal. You must build a reputation for business stability and brand reliability, as well as actively check in with your customers periodically to ensure they know you have a vested interest in your relationship with them.
3. Dynamic Stability
Reliability and stability may seem counterintuitive in a world where progress and innovation seem to be the order of the day. This doesn’t necessarily need to be the case. There is a concept called dynamic stability, where you maintain a wide field of vision over your industry and make minute adjustments over time. This way, you’re prepared for changes and can mitigate the need for sudden changes in policy or direction that might otherwise occur. Dynamic stability is an essential aspect of modern business and client satisfaction because it allows you to ease customers into even the fastest changes. Making small changes over time feels less jarring than asking your customers to adjust to a sudden overhaul of practices they’re familiar with.
4. Well-met Expectations
Innovation is vital to the health and well-being of businesses, but you shouldn’t stray too far from what your customers want. This doesn’t mean you need to continually sell your customers the same thing, but you need to reliably seek customer input and ensure changes are well-marketed and telegraphed in advance. If you conduct studies about market trends, customer needs and interests and technological innovations, or if you bring clients in user experience testing, you’ll show your organization is reliably committed to your customers and interested in retaining their business.
5. Customer Relationship Management
Customer relationship management is the heart of attracting and maintaining customers. You can leverage CRM to analyze customer data and read customer trends. This allows you to scale your organization according to customer needs and adjust your marketing strategies and tools accordingly. CRM for small business helps you change in ways that will benefit customers, ensuring their view of your organization as a reliable source of whatever product or service you provide them with. You can also use CRMs to streamline and optimize interactions with customers, providing a stable environment in which customers can gain the help or resources they need.
If you can provide reliability and stability to your clients or customers you’ll be much more likely to preserve their trust in you, as well as their continued relationship with you as a result.
Guest Article by Kevin Gardner
Kevin Gardner graduated with a BS in Computer Science and an MBA from UCLA.
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