This building block is about how you communicate with your customers.
First, determine what is the most effective way to gain new customers. For example, it could be via online or door-to-door sales. Next, determine the types of service your customers value and learn to retain them. As mentioned, it is important to learn from your customers.
Below are a few options you can apply:
Personal Assistance – Concierge Test
This type of customer relationship focuses more via the human touch. Customers have the opportunity to interact more with the sales representative, building a bond between them.
Today’s advanced technology (the internet) enables us to collect data about various demographics. We are able to read into their habits and understand their perspective about an issue.
We can create a platform for individuals to share their knowledge and experiences with each other.
With this, you not only create a personal relationship with your customers but also strengthening the relationship between customers. Hence, creating a strong community.
The nature of company and customer relationship is evolving. Companies are involving customers in the process of creating an end product. This gives customers a great sense of ownership over the product or service.
Amazon encourages customers to publish their book reviews on the website for other readers to evaluate.
It is a cheap and efficient way to attract more customers. Test panels, expert groups, and sounding boards are helpful to further learn, improve and bond with the customers.
Self-service and automated services
This method is cheaper but does not allow you to understand your customers on a personal level. More time is invested in creating tools for your customers that enables them to serve themselves.
However, what would happen if you decide to change your service/proposition or segment? This could be a waste of effort and funding. For the time being, we suggest that you keep away from “self-service” until you are ready to apply it.
How to Build a Great Business Model Canvas – The FREE Course
- Lesson 1 – Customers
- Lesson 2 – Value Propositions
- Lesson 3 – Marketing & Distribution Channels
- Lesson 4 – Customer Relationships
- Lesson 5 – Revenues
- Lesson 6 – Key Resources
- Lesson 7 – Key Activities
- Lesson 8 – Key Partners & Suppliers
- Lesson 9 – Costs