Cloud Tech

Customer Happiness Matters: Manage your relationships

Posted on 6 September, 2017  |  2 min

Welcome to the next post in our customer happiness series. Last week, we started to explore why customer relationships matters and we focused on saving your customers time. This week, we are focusing on relationships. We all know that relationships are important—in life and in business—but how do you manage those important people connections when running your business is already so time-consuming?

Cloud-based apps can help. At 9 Spokes, we single out the best apps to help you meet your customer needs.  Making your customers happy can impact all areas of your business. Research shows that satisfied customers spend more and continue to support the businesses that they like. So, let’s take a look at how you can manage these important connections:

How to Manage Your Customer Relationships with Apps

It can take anywhere from 5 – 25 times more effort and money to get new customers than it does to keep the ones you have. The reality is that happy customers come back, and so investing in those relationships is crucial to business success.

We hear you! 44% of small business owners like you tell us that they wish it was easier to manage customer relationships. Sending electronic direct mail (EDM), is one of the best ways to stay connected, and apps make it simple and fast. We recommend MailChimp, an intuitive, cloud-based app that makes it easy to design and send beautiful emails to your customers. MailChimp has tonnes of customisable templates so you can ensure that your business emails look professional, modern and match your brand. Being cloud-based, MailChimp stores your favourite layouts and data so you don’t have to recreate the wheel with each new email.

We recommend that small business owners take advantage of powerful customer-focused automation tools, which save you time so you can focus on other aspects of your business. Marketing automation make it easy to stay connected.  By using simple to set-up features, you can rest assured that your customers get communication that makes them feel valued. Automation helps to personalise your communications to talk to your customers just like you do. Your business has a voice, after all—your voice.

Cloud-apps make e-mail customisation easy, by taking the information that your customers securely provide through self-service and feeding it back to them. When a customer opts in for your mailing list or completes a transaction, you have their information and can use automation and short-codes to interact with them as people, not numbers.

Another great way to improve customer happiness is by talking to your customers and finding out what they think. MailChimp allows you to integrate a simple survey into your electronic mail-outs so you can easily get customer feedback.. You can also automatically send a customer satisfaction survey when someone completes a purchase through e-commerce integration. Let your customers tell you how to make them happy, and then your next step will be to listen.

Once you start sending EDMs, monitor your success quickly and easily with your free 9 Spokes data dashboard. Our Campaign Widget displays your recent EDM campaigns and lists the name of the campaign, open rate and click-through rate. It also displays an average open and click-through rate across your EDM campaigns over the past 12 months, so you can make smart decisions about your next move. This Widget is powered by your email Marketing apps.

Stay tuned for our last part in this series on customer happiness in which we will focus on building loyalty and giving your customers the best value.