
There are several words that describe a relationship between a customer and company, such as customer experience and customer centric. Ten years ago, companies put the focus on the relationship between customer and product. Today, companies put the focus on the relationship between customer and company. They realize the shift from what a product can do for a customer to what a company can do for a customer. Customers want authenticity, a “real” connection. They want to be able to trust the company; they want to know that the company is genuinely giving them the best price and service (or product). This trust equates to gaining customers as well as retaining them. A repeat customer can even become a brand ambassador (a person who speaks positively about the company). Companies strive to create them, which is why there is such an emphasis on the customer-company relationship. So, how does a company earn a customer’s trust to create a strong relationship? Below are the top three ways to earn it.
1. Be Transparent – In today’s business climate being transparent is vital. If a customer is hit with hidden fees or service limitations, the person will be frustrated and not want to use the company again. The customer could post about the bad experience and/or tell friends and family about it. To remedy the issue, the company should find out what happened via feedback. Information gained from customer feedback should be used to correct the issue moving forward.
2. Showcase Testimonials – Putting testimonials on your website illustrates a company’s high standards for quality, whether in a product or service performed. Testimonials play a large role in the decision-making process and can affect the company’s reputation.
3. Communication – There is nothing worse than a customer not being able to contact a company. Being reachable is key to gaining new customers as well as retaining them. The contact information should be easily found on the company website (and on all paperwork). Also, the company should encourage customers to reach out if there is a problem (or recommendation for) with the product or service, along other ways to contact the company (e.g., phone, email, and social media).
At Empire Group, we have over 65 years of customer satisfaction and strive to build new relationships for decades to come. We place great value in each the relationships we have formed over the years. It all starts with trust. Our customers can trust us to treat them with respect and provide cost-effective solutions to solve their problems. Contact us today to learn more!






