How to Improve Customer Relations & Reputation for Your Business

A strong customer relationship and an impeccable reputation are must-haves for today’s businesses. The customer is king, but you may need to upgrade your business for modern customers. Let’s take a look at what many businesses are doing to improve customer relationships and the reputation of their brand.


No More Lines

No matter how badly customers want to purchase an item, standing in line is rarely a fun experience. At the best of times, long lines lead to frustration and restlessness. Customers may even lose interest in the items they want to buy. As their irritation increases, it can cause tempers to flare, which may negatively impact salespeople and customer service representatives. And in the context of the COVID-19 pandemic, long lines are verboten for most people; they aren’t safe for patrons or sales staff.


Businesses updated their store layouts to make spaces safer for customers, but there are more nuanced ways to help customers. Introducing a retail queue management system for your business is one such way to improve your relationship with your customers and your reputation with them. A line management app allows customers to skip the physical line and instead get updates and notifications on their phone when it’s their turn to check out. Instead of standing alongside a group of others waiting with possible purchases, customers can wait safely wherever they want to or continue browsing around the store. If they end up running behind, they can always notify store employees through the app and simply be moved to a later place in the virtual queue.


A Behind-the-Scenes Look

Transparency can also help you to strengthen customer relationships. Customers love a behind-the-scenes look at their favorite businesses and retailers. Full transparency is always the goal, but even if you’re not eager to share the full scope of your operations, you can allow your patrons to get to know your business and your staff a bit better.


For a more personalized touch, consider sharing tidbits about your employees, especially on social media. That may involve employee spotlights for shining stars in the store or introducing people from individual departments. This will help your customers feel like they know your employees, which will cement your relationships and increase brand recognition.


You should also let your customers know exactly what you’re doing to keep them safe. Explain the measures you’ve taken to ensure the health of both guests and staff. Offering peace of mind is a sure way both to improve your reputation and build strong relationships with consumers.


Easy Ways to Pay

Sometimes, improving your reputation is as simple as making things easy for your customers. Offering different ways to pay is an effortless way to do just that. With retail technology advancing every day, an updated, cloud-based POS can make all the difference to the experience you provide your customers.


Accepting mobile credit card payments allows for seamless transactions. If your employees have company phones, this is especially relevant for your business. Not only can you decrease wait times by having your staff check out customers at a faster rate, but you can also accept credit card payments over the phone, which is more convenient for many patrons.


Customized Communication

Communication is key. Sending marketing emails to your customers will keep them engaged and ensure your business is at the forefront of their minds. However, modern customers expect more than in the past. Marketing messages and emails should be customized to the customer you’re trying to reach. Tailor your communications to entice guests to continue doing business with you, whether it’s an email about a sale or the latest issue of a store catalog.


The Personal Touch

In addition to marketing materials, adding a personal touch will improve your relationship with your customers while building a stellar reputation for your business. This can be as simple as sending out “thank you” messages or reaching out to recent shoppers to ask about their experiences.


Do any of these ideas appeal to you? How do you plan to change your business to better reach your customers?


Katie Tejada is a writer, editor, reporting manager and former content strategist and HR professional. She often covers developments in HR, business communication, recruiting, real estate, finance and law, but also enjoys writing about travel, interiors and events.

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