How to improve customer relations in the digital age?

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The Internet has profoundly changed the way we consume, but also the way we communicate with brands. Now at the heart of the customer journey, Internet users use the web to search for information, buy, make complaints, ask questions of companies, etc.

To meet these new habits, deeply rooted in digital technology, companies must operate their digital transformation. More connected and more informed, your buyers are also more demanding. They expect immediacy, listening and follow-up in each of your exchanges.

The relationship that consumers have with companies has changed and the customer experience has never been more strategic. By sharing their purchases and opinions online, particularly on social networks, Internet users make and break the reputation of companies. The digitalization of customer relations then becomes strategic to acquire and retain, and in fact to perpetuate your business.

To help you make the right move, our experts give you their advice on how to improve customer relations in the digital age.

The challenges of customer relations in the digital age
The digitalization of customer relations accompanies the digital transformation japan telegram carried out by companies (fundable up to 3,200 euros for those based in Reunion, thanks to the digital check ). Correlated with your marketing strategy, it must allow you to meet the new expectations of consumers, with a view to acquisition or loyalty.

While it is inevitable, the challenges of customer relations in the digital age are also significant; but, with the right strategy, it becomes a lever for sustainable growth .

The importance of your e-reputation
With the Internet, your customers have learned that they have an advantage over you: they can, with a single comment, tarnish your reputation. The slightest misstep can take on considerable proportions: bad buzz is the fear of all digital marketers.

Perhaps you have already experienced it: a dissatisfied customer will be more likely to share their opinion — negative — than a customer who is happy with your product or service. This is why customer reviews must occupy a central place in your digital strategy. Your brand image is linked to what buyers say about you on Google My Business , social networks or dedicated review platforms (Trustpilot, TripAdvisor, Verified Reviews, etc.).

Even though it is a difficult exercise, you must treat negative reviews and messages of dissatisfaction with the greatest respect: your e-reputation depends on it. This is why it is also preferable to ensure continuous monitoring . For example, you can use " social listening " tools to find out what is being said about your brand on social networks.

This management of your e-reputation is an integral part of the care you provide to customer relations. Professional and relevant responses undoubtedly contribute to conveying a positive image. This demonstrates your desire to provide effective solutions to all your customers.

Expert advice: Also remember to thank positive comments, to show your appreciation to this satisfied clientele. This contributes to the implementation of an effective loyalty strategy !