These refer to activities that ensure an organization retains its customers presently and in the future. The activities create a positive environment and more optimistic attitude towards the product on sale. Customer relationship activities need a thorough comprehension of underlying values a business derives from customers and the value it delivers to the customer.
Customer Relationship Objectives
In the flip-flops business, the goal is to have the number of satisfied customers grows by over 75%. To reach this target, they will have to employ various consumer relationship techniques. The activities they will be involved in revolve around the delivery of the product. Also, they would want to gain consumer loyalty for at least one or two years.
Service activities, handling of complaints, staff issues (training, empowerment…)
The employees of the company will require constant training while remaining informed and motivated to enable them maintain excellent customer relations. The staff should always attend workshops, and undergo department rotation to ensure they fully understand the products. Happy employees always led to more sales and hence more revenue, therefore, with a positive attitude from the employees, especially the ones handling the customer, the customer will feel safer in that firm. This feeling will increase the number of loyal customers to the group.
The mood in the stores should be warm and jovial. The two motivated employees in each store should assist everyone in need and help deliver the products to customers. They should also have excellent customer relationship techniques. The customers interested in the products should be given an in depth explanation detailing the quality, the price, and their flexibility. Each customer will see a comparison between the flip-flops in that store they are in and similar ones from other competitors. Bias in the comparison will favour products in the store.
What will you do to keep customers and create loyalty?
In addition, the company could introduce products like bonus cards where the shoppers gain points for shopping at the organization. The points should be exchangeable for products in the business. This product will ensure that the customers have a sense of belonging and someone appreciates their purchases.
How will you manage different customer relationship groups?
First, the flip-flops should be appealing to attract the customers. Second, the employees handling the goods at the points of sale should be hospitable and warm. Customers should be offered priority in their preference and should be assisted effectively if need be. When there is a complaint on the products, management should ensure that it is handled swiftly and in a diplomatic manner. The customers should feel that they could trust the management of the firm to deal with their problems accordingly.
The flip-flop company could first view the feedback from the segmented consumers and adjust their products accordingly to maintain loyalty. Segmented consumers prefer their products customized either by changing size, colour, or even design. The more preference a firm has, the more people are attracted to it since they feel represented, and their needs addressed. The flip-flops firm should provide the segments with maximum preference to reach the consumers’ expectations. They could communicate with the customers on what they, customers, prefer and maximize on that. The moment the customers find they can get the products in their preferred state, they will become more loyal to the business.
Will you use database management?
There should be a database or a website where clients can shop online and have their goods delivered to them. This approach will ensure a wider client base and provide unbiased information to the clients. This mode of purchase will increase sales and strengthen customer loyalty.