How Can Positive Customer Relations Boost Productivity?

Want to take your business to the next level?

Get your customer relations right, and you’ll be unstoppable!

That sounds like an over-the-top claim. Right? Wrong. Let’s back it up.

First, we know a thing or two about creating a positive customer experience, as evidenced by our customer reviews.

On top of that, available data underscores the importance of building strong customer relationships. 

• 7 in 10 clients will do business with you again if your business’s customer service and support teams are excellent
• Over 75% of customers say they’ve recommended a brand with stellar customer service.
• 8 in 10 business leaders see customer experience and support as a top priority over the next year. 

Numbers don’t lie. 

So, if you want to improve your bottom line and, by extension, increase productivity, it’s high time you start paying more attention to customer interactions. 

Luckily, in this post, we’ll tell you how you can improve customer relations to boost productivity. 

💡— a quick tip before we get into the details. 

A multichannel communication tool can help your team handle customer inquiries from their preferred channels, keeping each conversation well-coordinated and on track.

 … that’s where the Miocommerce multichannel inbox comes in.

The tool consolidates click communications from any channel into a single thread, making it easier to deliver positive customer experiences.

Take a quick tour below to get a first-hand feel of the multichannel inbox. 

Switching gears;

What is Customer Relations?

Customer relations refer to the ways a business interacts with its clients to build customer loyalty and success. It includes every customer interaction, from the initial purchase to ongoing support and feedback.

8 in 10 customers say the experience a company provides is as important as its products and services. This highlights the importance of maintaining strong customer relationships throughout the customer journey.

Customer Service vs. Customer Relations

While customer service is reactive and addresses immediate customer complaints and issues, customer relations are proactive functions focused on building long-term, solid customer relationships.

Customer service focuses on resolving specific customer issues and complaints as they arise. It’s about ensuring customer satisfaction in the short term.

Customer relations, on the other hand, takes a broader approach, aiming to build and maintain long-term relationships with customers. 

It involves understanding customer needs, gathering customer feedback, and continually improving the customer experience.

Examples of Customer Relations Activities

Here’s a rundown of examples of typical customer relations activities:

• Personalized Email Campaigns: Sending customized emails to customers based on their preferences and purchase history.
• Loyalty Programs: Offering rewards, discounts, or special offers to repeat customers to encourage brand loyalty.
• Social Media Engagement: Actively responding to comments, messages, and mentions on social media platforms.
• Customer Feedback Surveys: Regularly soliciting feedback through surveys to understand customer satisfaction and help provide high-quality customer service.
• Follow-Up Calls: Your customer service team calls clients after a purchase or service to ensure their satisfaction and solve any issues. 
• Live Chat Support: Providing real-time assistance on your website to help customers with their queries.
• Customer Appreciation Events: Hosting events or webinars to show appreciation and maintain customer relationships.
• Exclusive Previews: Giving loyal customers early access to new products or services before they are available to the general public.
• Birthday and Anniversary Messages: Sending tailored messages and special offers to customers on their birthdays or anniversaries.
• Educational Content: Providing valuable content, such as blogs, videos, or webinars, to help customers get the most out of your products or services.

Remember, while every department has its own goals, customer relations ensure the customer is always front and center.

The Importance of Customer Relations

Positive customer relationships are like the perfect outfit—they always leave a lasting impression. Here’s why they matter.

More Repeat Business

When customers feel valued, they keep coming back for more.

Did you know that increasing customer retention rates by 5% boosts profits by 25% to 95%? Consistent, positive interactions turn first-time buyers into loyal patrons, creating a steady stream of repeat business. 

Higher Customer Loyalty

Customer loyalists are the holy grail of business success.

Companies that excel in customer experience see a 17% increase in customer loyalty. When you go the extra mile to delight your customers, they stick around longer and are less likely to jump ship to competitors.

Improved Brand Reputation and Credibility

A stellar reputation is worth its weight in gold.

According to a survey, 92% of consumers trust recommendations from friends and family over any other type of advertising. 

Great customer relations build a trustworthy brand that people rave about, enhancing your credibility and attracting new customers like bees to honey.

You Can Maintain Premium Prices

When customers adore you, they don’t mind paying a bit more.

86% of buyers are willing to pay more for a great customer experience. With exceptional service and strong relationships, you can maintain premium pricing without scaring customers away. 

Quality and personalized service justify those extra dollars.

Your Business Becomes More Competitive

Strong customer relations give you a competitive edge.

Moreover, businesses that prioritize customer experience outperform their competitors by nearly 80%. Happy customers become brand advocates, helping you stand out in a crowded market. 

Ability to Keep Employees in High Spirits

Happy customers often lead to happy employees.

Companies with highly engaged employees outperform their competitors by 147%. When your team sees the positive impact of their work on customer satisfaction, their morale and motivation soar. It’s a win-win for everyone!

Now, isn’t that a recipe for business success? 

Who Should be in Charge of Customer Relations? 

If you’re hoping to ensure customer success, you must have the right people running your customer relations. 

That said, here are the key players who can make your customer relations shine.

Chief Customer Officer (CCO)

Companies with a chief customer officer (CCO) experience a 10% increase in customer satisfaction and loyalty. A CCO oversees the entire customer journey, ensuring every interaction is magical.

Customer Relations Managers

Customer Relations Managers are the rock stars behind the scenes. They analyze customer feedback, develop strategies, and ensure smooth operations. 

According to a study, companies with effective customer relations management have a 60% higher customer retention rate.  A customer relations executive is key to creating great customer experiences. They work behind the scenes to ensure customers are happy and satisfied.

Customer Relations Representatives

Customer Relations Representatives are the friendly faces and voices customers interact with daily. 

A customer relations rep handles inquiries, resolves issues, and builds relationships. These reps are on the front lines, making sure every customer feels like royalty.

So, who should be in charge of customer relations? It’s a team effort, and with the right people in place, your business can efficiently meet customer expectations. 

15 Strategies to Provide Positive Customer Relations 

You must have intentional and well-crafted strategies to help create a positive experience with every customer your support team members interact with.

Here are 15 tips to keep your customers smiling.

1. Offer Fast Response

Speed is everything in customer service!

Responding quickly shows customers you value their time. Did you know that 53% of customers expect a business to respond to their inquiry within an hour? By offering fast responses, you keep customers happy and prevent frustration from boiling over.

2. Communicate With Customers in Their Preferred Channels

Meet customers where they are!

Communicating through their preferred channels, whether social media, email, or live chat, makes interactions smooth and convenient. 

73% of customers prefer to do business with brands that personalize their shopping experiences. So, tailor your communication approach to boost brand loyalty.

The multichannel inbox allows you to communicate with customers across multiple channels, including social media and webchat. 

That way, you can personalize customer interaction allowing you to turn every conversation into a sales opportunity. 

3. Train Your Employees

“The only thing worse than training your employees and having them leave is not training them and having them stay.” 

Henry Ford

Your team is your greatest asset!

Well-trained employees can provide exceptional service. Companies that invest in training their customer service teams see 24% higher profit margins. Equip your team with the skills they need, and they’ll turn every customer interaction into a delightful experience.

4. Collect Feedback

Feedback is a gift!

Regularly collecting and analyzing feedback from customers helps you understand their needs and improve your services. “77% of customers view brands more favorably if they seek out and apply feedback” (source). So, ask, listen, and act on what you learn.

5. Use a Self-Service Portal

Give your customers the power to help themselves! 

A self-service portal allows customers to find answers at their convenience. 69% of customers prefer to resolve issues on their own before reaching out to a support representative.  

It’s like having a 24/7 assistant!

Other ways you can help customers learn more about your business without reaching out to your service reps include chatbots, help centers, knowledge bases, and FAQs.

6. Know Your Customers

Understanding your customers is key!

Therefore, use data and analytics to learn about their preferences and behaviors. After all, businesses that leverage customer behavioral insights outperform peers by 85% in sales growth. 

The more you know, the better you can serve them.

7. Personalize Customer Interactions

Make it personal.

Personalized interactions show customers you care. 

80% of consumers are more likely to purchase from a brand that provides personalized experiences. Remembering details like a customer’s name or previous purchases can make a huge difference.

The multichannel inbox allows you to personalize customer interactions by personalizing messages with tokens for ‘Customer First Name,’ ‘Customer Last Name,’ and ‘Company Name,’ etc.  

Personalized communication helps trigger the emotional connection your customer needs to keep trading with your business. 

8. Listen to Your Customers

Listening is an art!

 Actively listening to your customers helps you understand their needs and address their concerns. 

Customers who feel heard are 4.5 times more likely to stay loyal to a company. So, lend an ear and build strong relationships.

9. Reward Your Customers

Who doesn’t love a reward?

Offering loyalty programs, discounts, or special perks keeps customers engaged and coming back. Besides, 79% of consumers say loyalty programs make them more likely to continue doing business with brands.

 A little appreciation goes a long way.

10. Measure and Improve Customer Satisfaction

You can’t improve what you don’t measure!

Track customer satisfaction regularly using surveys and metrics like Net Promoter Score (NPS). Companies that measure customer satisfaction are 33% more likely to be successful. Then, use the data to refine your approach continually.

11. Be Consistent

Consistency is crucial to your success.

Delivering a consistent experience builds trust and reliability. Consistency across the customer journey increases customer satisfaction by 20%. So, make sure every touchpoint reflects your brand’s values and promises.

Speaking of consistency, our multichannel inbox can centralize customer communication into a single thread. This means you can offer a unified experience and consistent brand voice across all channels, further enhancing customer relationships. 

Not sure if we should add CTA here. 

12. Develop a Customer-Centric Culture

Put customers at the heart of everything you do.

A customer-centric culture prioritizes customer needs in every decision. Companies with a customer-centric culture are six times more profitable than businesses without such a strategy. When your whole team is focused on the customer, success follows.

13. Share Feedback Across Teams

Teamwork makes the dream work.

Sharing customer feedback across departments ensures everyone is on the same page. 71% of companies that use cross-departmental teams to share customer insights report higher customer satisfaction.

Collaboration turns feedback into action.

14. Create a Community

Build a community around your brand.

Online forums, social media groups, and events bring customers together. Brands with online communities see a 19% increase in customer satisfaction. A strong community encourages loyalty and engagement.

15. Connect with Your Customers’ Emotions

Emotions drive decisions.

Connecting with your customers on an emotional level builds strong, lasting relationships. Brands that connect with customers emotionally outperform their competitors by 85%. Show empathy and care, and watch your customer relations flourish.

Frequently Asked Questions (FAQs)

Improve Customer Relations With the Multichannel Inbox

Imagine having all your customer interactions in one place, making it easier to respond quickly and effectively. Wouldn’t that go a long way in helping you provide positive customer relations?

The MioCommerce multichannel inbox delivers just that.

Our multichannel inbox centralizes all customer communications—whether from Facebook Messenger, email, or live chat— in a single thread.

That way, you can ensure no customer message slips through the cracks.

And with 73% of customers expecting seamless communication across channels, the multichannel inbox could very well be your secret weapon to improve your customer relations and boost productivity.

Plus, with features like personalization tokens, your team can stay organized and proactive.

When everything comes together inside the one inbox, you can manage customer interactions seamlessly and, by extension, keep your clients happy.

Happy customers = increased loyalty, better reviews, and ultimately, higher sales

So, why not book a free demo to connect with one of our product experts? 

The expert will walk you through the multichannel inbox and will explain how it can you build positive customer relations.