5 Things Your Customers Need To Hear From You
Richard dos Santos
Co-Founder / COO @ Snakker? | Reimagining Life Science Marketing
You’re losing customers, and you don’t even know why.
Here’s the truth: Your customers are slipping away because you’re not telling them what they need to hear. It’s a common problem in business, but one that’s often overlooked.
The good news is, that it’s entirely fixable with the right approach.
“People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” — Maya Angelou
It’s time to address this issue head-on.
Let’s dive into the 5 things your customers are dying to hear from you:
Now, let’s break this down further:
1. “We screwed up.”
Honesty isn’t just the best policy; it’s the only policy that works long-term.
Mistakes happen in every business, it’s an unavoidable fact of life. But too many companies try to sweep their errors under the rug.
They use vague phrases like “We experienced an unexpected error” or “Due to circumstances beyond our control.” This approach doesn’t fool anyone. Your customers aren’t stupid; they know when you’ve messed up.
The solution is simpler than you might think.
Why not just confess it?
Try this instead: “We screwed up. Here’s what happened, here’s how we’re fixing it, and here’s how we’ll prevent it from happening again.” This level of honesty might feel uncomfortable at first, but the results speak for themselves.
When you take this approach, you’ll witness an increase in performance. Customer trust will skyrocket as they appreciate your honesty and integrity. They’ll stick around longer, knowing they’re dealing with a company that values transparency.
It’s hard a pill to swallow but people are customers and people are also aware of the human nature of business. There’s a lot that gets lost in our interactions and expectations. When you make a mistake, it’s important to admit it, take responsibility, and learn from it.
This way, you can avoid repeating the same error in the future.
Watch as trust increases, respect grows, and loyalty deepens.
2. “Here’s what we’re working on.”
Transparency builds excitement and customer loyalty.
Your product roadmap doesn’t need to be a closely guarded secret. In fact, it may be your most vital asset. I have worked with enterprise companies who maintain state-level secrecy about their roadmap; hiding behind safe harbor statements that it is a wonder that customers actually know what they will get in the next release at all.
When you keep customers in the dark about your future plans, their imaginations run wild. They start to wonder if you’re still innovating or you’re falling behind the competition, or if they should start looking elsewhere for solutions.
This uncertainty can lead to unnecessary churn.
The solution is to share your vision openly. Give your customers a peek behind the curtain. Let them in on your plans and upcoming innovations.
Share your vision for the future, highlight upcoming features, and ask for their input. This approach does more than just satisfy curiosity; it creates a sense of partnership with your customers.
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The result? Increased excitement, higher retention rates, and more valuable feedback.
3. “This is how we’re different.”
In a crowded market, differentiation is key to survival and growth.
If your customers can’t articulate why you’re special, you’re in trouble. They’ll jump ship at the first sign of a “better deal” because they don’t understand your unique value. It’s time to plant your flag and clearly communicate your unique value proposition.
Don’t be afraid to ruffle some feathers. Stand for something.
Ask yourself: What problem do you solve better than anyone else? What’s your secret sauce? Why are you irreplaceable? Once you have these answers, shout them from the rooftops.
The payoff is substantial: stronger brand identity, increased customer loyalty, and powerful word-of-mouth marketing.
4. “We hear you.”
Listening to your customers isn’t just good manners; it’s good business.
When customer feedback seems to vanish into thin air, it creates doubt and frustration. They wonder if anyone is listening, if their opinion matters, or if they should even bother providing feedback at all. This disconnect can quickly lead to disengagement and churn.
Don’t let their voices go unheard. Acknowledge their input and show how you’re using it.
Thank them for their feedback, explain how you’re incorporating it, and showcase the improvements you’ve made based on their suggestions. This approach transforms your relationship with customers.
The result is remarkable: customers feel valued, become more engaged, and offer even more valuable insights.
5. “Thank you.”
Gratitude is a powerful tool for building lasting customer relationships.
In the hustle of acquiring new customers, hitting revenue targets, and launching new features, it’s easy to forget to appreciate the ones who got you here. But taking your customers for granted is a surefire way to lose them.
Make expressing genuine gratitude a core part of your business strategy.
Personalize your thanks, highlight specific contributions, and show customers their impact on your business. This approach goes beyond mere politeness; it creates emotional connections.
The results are powerful: loyalty deepens, lifetime value increases, and customers stick around because they truly feel valued.
Conclusion
The bottom line:
Your customers whether you are B2C, B2B, B2HCP, or HCP2Patient are hungry for real, authentic communication.
They crave honesty, transparency, recognition, appreciation, and clarity. These aren’t just nice-to-haves; they’re essential for building strong, lasting customer relationships. You’ll watch your business transform when you give your customers what they need to hear.
Your customers will thank you, and they’ll stick around for the long haul. Don’t let your customers slip away. Give them what they need to hear. Start today.
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Marketing designer - helping founders engage and convert their target audience into loyal advocates with creative marketing strategies.
3 个月I was afraid to confess my mistake the first time I messed up on a client project. That's when I realized that admitting your mistakes is better than covering them up. "We screwed up" "I screwed up". Just as you mentioned, your customers and clients are human, and they can tell when you're trying to cover up your mistakes. It's a surefire way to lose them. When working with people, if you anticipate a problem, communicate it as soon as possible. Nip it in the bud before it turns to a major problem. Thanks for this post Richard dos Santos great write-up!
Head of Growth at edukazi.com - facilitating supply chain success through digital learning
3 个月Hi Richard. I particularly liked the last one...thanking our Customers for their support. Customers are the lifeline of any business and without them, you wouldn't exist. Don't think we hear those two words enough nowadays.
9 Rare Diseases | Healthcare Analytics | Oncology | Speaker | Product Launch | Biomarkers | Strategy
3 个月#2 is particularly interesting. So many times we want to perfect our product beforehand. This gives an opportunity for feedback and also begins to prepare the market. Of course in a regulated market this may not be permissible but can be helpful in others.