Doing business is becoming more challenging every day due to unforeseen circumstances such as COVID-19 restrictions, the ongoing global economic shifts, and the change in consumer behavior pushing companies to develop faster. New customer loyalty trends demonstrate why businesses must constantly rethink their approaches to different markets and day-to-day operations to maintain customer loyalty.
According to Microsoft polls, around 54% of people globally have higher customer service expectations than they did just a year ago, and 52% of people believe that companies have to take action based on feedback provided by their customers. However, the business response is not lacking. According to research done by Forrester, almost half of the global contact centers believe that their businesses will grow anywhere from 5% to 10% in the next 12 months.
For Erik Petrosyan, a successful young entrepreneur running a multi-million-dollar freight brokerage called EPB Logistics Inc from Dallas, Texas, customer satisfaction is one of the most important aspects of doing business. For Petrosyan and his business partner, Paul Babajany, treating all customers the same is vital when the company can provide a high-quality service. For Petrosyan, that means constantly building relationships with the delivery services and end users. Regardless of how they came in to do business, either by reaching out or by referral, maintaining that high-level service can be challenging.
Petrosyan’s feedback is positive and his customers are more than simply satisfied. However, he does have a strategy if anything should go wrong for any reason. Petrosyan offers either discounts or extra pay for cooperation. His approach is based on his beliefs that money talks; people will get what they want, and everybody will do better next time.
Every business has encountered a customer they just can’t seem to please, no matter what they do. Petrosyan is candid about how he deals with those types of situations. He believes in the old dogma that the customer is always right, and he believes that everyone has valid reasons for being dissatisfied with any service. The key is not to dispute the dissatisfaction, but to find its root. When a customer expresses dismay, it automatically indicates room for improvement, as per Erik Petrosyan.
A company’s processes can be improved if it communicates effectively with its employees and customers. At the end of the day, everyone’s goal is to walk away satisfied. Every business’s ultimate goal is to provide the best service possible to its customers at all times.
That is why effective communication, or getting the information needed, is one of the most important skills to have in a successful business. Effectively running a business is an absolute necessity, but a company wouldn’t exist without its customers. For Erik Petrosyan, that is why he believes that a business should always strive to improve its customer relationship strategy. The customer always comes first.