Everyone nowadays is very familiar with the customer service cliche slogan “the customer is always right.” And, even though sometimes the customer might not always make us feel that way, that cliche slogan is, in a way, correct.
Customer communication is one of the very most important keys to success, especially for the success of a business or brand. Usually, what the customer wants is what dictates the brand or how a business runs. In order to make sure you are making good, consistent business, you have to make sure your customers are satisfied with the service and/or product they are receiving.
Some ways in which companies fail almost immediately with this is by not listening to their customers. For instance, if a product is faulty or does not meet all of the needs of its consumer and the consumer lets that be known, it would be in the best interest of the company to fix the issue. However, sometimes, companies or brands might rather spend less money in production and choose to not listen to what the consumers have to say. This is easier for them, it saves money and it is what they are used to or know how to do. However, this always inevitably leads to the company’s downfall, which could have been easily avoided.
The best way to combat tanking a company would be to genuinely listen to what the customer has to say. Sometimes, companies will get suggestions that make no sense. But, most times, the consumer knows what they want and they will tell you – if given the appropriate channels to do so. A good way to communicate with the customer would be to send out annual surveys, as this allows the customer to speak of what they like, dislike and how well they feel the company is doing. Polls are also a good way to figure out what your customers might like to see more or less of in the future. Businesses should also consider having a customer service help line or an email address where their consumer base can freely send in questions, comments or concerns.
Communication, in all things, is one of the most important aspects to creating good relationships with others. In the case of consumerism, it is best to make sure the customer’s wants and needs are met. Listening to a customer and acting accordingly are sure ways to ensure a business continues to flourish for many years to come.