4 Core Principles of Customer Relations That Fuel Business Growth

Companies in all industries and all of sizes understand that customers are perhaps their most valuable asset. Improving the overall customer experience is vital for continued success and survival of their business.

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Customer relation is a way business relates to its customers, clients and patrons. Some business organizations hire people specifically to manage how the company interacts and communicates with people. The goal is to retain existing customers and to gain new ones by providing the best customer relations and clients’ services.

There are some core principles to relationship management that any company can and should follow:

Communication: Listening is just as important as telling. Think about how often you actually speak with your customers. Focus on less financial-driven communication (whether it’s E-mail, phone or face-to-face interaction) if you make your customers feel involved, they feel as though they actually have a stake in your company, and feel like you care about more than just trying to make sales.

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Rewards: Every company should initiate and make provision for reward programs. It is a very simple form of saying “Thank you” and particularly it is a viable and measurable marketing tool that big companies and small businesses can use to retain their customers and grow their business.

Be flexible: Be quick and attentive to customer’s complaints: The objective of customer relation is typically to interact with the customers in order to answer questions, resolve support issues, establish credibility and nurture relationships.

Here are strategies that Improve Customers Relations and building customer’s loyalty, from simply opening up communications channels to implementing elaborate point systems that reward loyalty enhanced customer communications.

Be prepared to meet and interact with lot of customers at TOSSE 2019.

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Providing customer feedback forms
Asking about customer needs in general when customer calls with problems
Training call-center staff to handle disputes
Encouraging a service culture throughout the organization.

Feb 12

How Likely Are You to Buy from Yourself – Thinking Like The Customer

Marketing your business has evolved over time. Apart from the traditional methods of marketing, one way to get a proper marketing strategy is by getting into the mind of the consumer. Let us do a little exercise to help do this.

Everyone is familiar with role-playing games. Let’s do a little role play now: You are the customer and you want to purchase an item or service from your franchise. Be completely honest, will you be willing to sanction the purchase? There are a few parameters you can use to evaluate this. Ask yourself the following questions:

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How easily did I find the product?
How does the product compare with other competitors in the market?
Is there any benefit from further patronage?
How good is the customer service?
Does the product keep up with recent technological trends?

The idea of this exercise is to make you understand exactly what the thought process of the consumers is. This will give you a basis to work with a better strategy.

Reverse-Engineer Your Findings To Your Benefit

After going through the process of getting into the consumer’s mindset, you most likely would find areas where improvements or adjustments can be made. You would find that you would be able to understand your customers better. This will help you to be able to tailor your correspondence to them in the future.

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If you can see yourself on the same level as your customers you can better drive customer loyalty and develop the trust that is so important these days and it humanizes your company and enhances your marketing capability. In the end, you will be able to anticipate your customer’s needs because you are thinking just like them. It will put you in the best spot to market with confidence. How likely are you to buy from yourself?

Apr 09

Creating Virtual Opportunities in Business During Lockdown

Quite a number of places had some degree of lockdown imposed on them in the light of the Covid-19 pandemic. This has sorely affected most businesses, big or small. In a previous article, we visited the possibilities of making social media a veritable tool for your business marketing and visibility. This article will discuss important steps to digitise your business.

Working from home has gained popularity over time, however, it has been a slow process. Running a virtual business has numerous benefits, not least of which is that it costs arguably less to run. Despite reservations about the idea from many, it has become a necessity for businesses to explore this mode of running a business as the restrictions to movement lingers. The following are some steps that can be followed in creating a virtual workspace.

Create Online Awareness

This is a very obvious step, so it goes right on top. For the same reason you would expect your physical business to be known around its physical location (unless you run a shady business of course 😉), your virtual business can do with online publicity. Social media remains a primary tool for this. This space gives you visibility and engagements, as has been discussed earlier.

Social media does not do it all, though. Your business needs its own private space, space where all your offerings and information can be seen. You need an up-to-date website that is easy to navigate. Websites do not personalise your business, however. For this reason, it is encouraged to run a blog also. Blogs provide a personal feeling about your business. People are more likely to patronise you if they feel there is a person behind it and not just a “mindless bot”.

Create a Business Plan

You need to identify what your business offers in terms of goods and services – what your business CAN offer. You need also to have a clear vision and set boundaries, create an effective working process, and have realistic targets. This helps you and members of your team to be able to be effective and have the best possible ROI in the shortest possible time.

Let all employees understand how working remotely differs from working in an office environment. Be selective when picking members of your team; not all are well suited for remote assignments and not all tasks can be handled by all members of your team.

Keep the Communication Line Open

This works for both customers and employees. There should be an open channel of communication across the designated hierarchy of your organisation. All members of your team should be comfortable coming up with ideas and putting them to those higher up the ladder. This gives them a feeling of belonging and drastically improves their input as they feel like a part of the system and not a misfit.

Regular meetings should also be set up. This will help to keep tabs on the progress of the team, communicate new plans to all, and maintain a personal relationship. Virtual meetings can be held using various platforms. Popular ones include Zoom, Skype for Business, Slack, Zoho Meeting, and WhatsApp.

Measure Productivity

Your business must first and foremost be productive. So you must have set down metrics to analyse the productivity of your business. Try not to only focus on the final outcome of a particular process. Evaluate various stages of the process. Use quantifiable data to measure how well you are doing. Analyse key performance indicators (KPIs) diligently and be willing to make changes to certain areas that seem to be lagging.

For every observation, you need to be willing to train members of your team to make them improve in that area. Do not stop at measuring the team as a whole, observe individual members of the team and help any such who might be behind to keep up. Make sure to have a rewards system as well as extra motivation.

Be Realistic

It will not be easy getting used to the remote working system for sure. There might be some losses along the way, maybe more. But with proper planning and determination, a virtual workspace will yield dividends. Overall, it’ll pay off!

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May 23

BMHS wins Wowbii 2.2M Naira Worth Interactive Board at TOSSE-Edumark Webinar

With great joy, the Baptist Model High School (BMHS), Isolo received a 2.2 million naira 65-inch Wowbii Interactive touchscreen board from Wowbii Interactive for being punctual at a webinar recently organized by the Total School Support Seminar & Exhibition (TOSSE).

The webinar tagged “Technology in Schools: Our Fears! Our Pains! Our Desire” organized by TOSSE in partnership with Wowbii Interactive was held on Friday 12th of May, 2023.

The webinar started at 6pm, however, a staff of BMHS, Mrs. Rebecca Simeon-Charles had joined the program a few minutes before 6pm. At the end of the program, the CEO of Wowbii, Mrs. Olabisi Akinpelu asked who was the first person to join the webinar. Without prior knowledge of what was about to happen, the staff from BMHS, who was the first to join the Zoom program responded. And then, the prize for punctuality was announced. This came as a surprise to everyone present at the meeting.

Mrs Rebecca Simeon-Charles (the first person to join in on the webinar).

Mrs. Olabisi Akinpelu (CEO, Wowbii) congratulating Mrs Rebecca Simeon-Charles.

Mrs. Yinka Ogunde congratulating Mrs Rebecca Simeon-Charles.

The presentation of the Wowbii Interactive Board took place on the 16th of May, 2023 and present was the Convener of the Total School Support Seminar & Exhibition (TOSSE) Mrs. Yinka Ogunde & her team, The CEO of Wowbii Interactive, Mrs. Olabisi Akinpelu & her team and the Administrator and staff of Baptist Model High School, Reverend Omotosho (The Head of School), Mrs. Olamide Aasa (The Principal), Mrs. Rebecca Simeon-Charles, other staff members, and a few students.

Mrs. Olabisi Akinpelu, while presenting the Wowbii Interactive Board says it comes with a 2-year standard warranty and the Teachers will be provided with support & training on its usage for the period of 2 years.
She commended Mrs. Yinka Ogunde for providing the platform to impact the education industry. She also extended her appreciation to her Boss, the Founder of Wowbii Interactive, Mr. Gbolahan Olayomi for his drive and will to contribute to the Education Sector and applauded the school representative, Mrs. Simeon-Charles for joining the meeting early and staying till the end.

Reverend Omotosho (The Head of the School) and Mrs. Aasa (The Principal) also praised Mrs. Simeon-Charles for representing the school well and winning the prize for the school. Stating that they are not surprised she made it early enough to the webinar, as she is dutiful and diligent in her assignments.

When asked to speak, Mrs. Simeon-Charles with so much excitement, expressed her gratitude to the school authorities and said she was faced with challenges that could have hindered her from connecting to the program. However, she saw it as an opportunity to make sacrifices for the school. She advised her fellow teachers to always make themselves available for any program they are sent to, and not to be carried away when they face challenges.