The freelancer cockpit
Now more than ever, companies must examine and transform their business to find new ways to deliver meaningful experiences to their customers. And to transform, the company must listen. Leadership must pick up on signals by collecting as much data as possible about what customers need.
It’s not surprising that the customer is the object of much attention, with significant resources deployed to understand expectations and behavior. Relying only on surveys and studies doesn’t cut it these days. To gain real knowledge of your customers and maintain a relationship, you must work collaboratively with your customers.
Customer collaboration is the basis of everything. Here we explain how to implement a truly effective customer collaboration and why it’s becoming so important.
Customer collaboration is an approach to customer relations where your company's departments (marketing, sales, technical support) share all the information gathered during their interactions with customers, and work on a unified front to establish a relationship. This collaboration can take place in person (customer advisory boards, Fab Lab, etc.) or online, thanks to collaborative tools (collaborative platforms, dedicated websites, private groups on social networks, etc.).
Keep in mind: your customers are part of your team! You must establish a two-way relationship with them. Listen to them, and see eye-to-eye with them (no need to remind you here that without customers, there is no revenue...). In short, you must collaborate with them instead of treating them like another number.
Customer collaboration can be distilled down into a respectful session of opinion sharing. This can be as simple as a satisfaction survey, or much more involved in face-to-face meetings. Whatever form of collaboration, you and your customer can benefit in a variety of ways.
Collaborating with your clients allows you to:
Increased customer collaboration thus opens up promising prospects. But how do you implement it and ensure that it is productive? New methods and approaches exist to gain this contextual and factual understanding of customer needs. How can collaboration be improved?
To improve the way you collaborate with your customers, you need to create a pleasant and fluid discussion space dedicated to them. Your customers should feel free to express themselves at any time, on any subject. More than that, you need to provoke a dialogue and encourage them to talk to you. To do this, it is imperative to respond to them in real time and in all authenticity.
Creating a collaborative environment is an essential step in creating new collaboration opportunities with your customers. This can take the form of a dialogue platform that allows customers to direct their questions to the company. These insights from qualified prospects allow the company to continuously understand the motivations and disincentives of customers considering the proposed offering.
Here are 5 concrete recommendations to establish a collaborative customer relationship:
If you’re looking for a solution to reinforce customer collaboration, give Matryo a try. Matryo allows several people to work together on a common workspace, while adapting to each client.
To wrap up, can now see that the way you interact with customers is crucial. A high level of customer involvement creates loyalty, affinity, and proximity, which can generate spontaneous recommendations from customers and users.
Matryo helps you get there faster. Customer collaboration responds to a strong expectation from customers to contribute, co-create and improve the services and products of their favorite brands, and Matryo provides a dedicated collaboration environment for each of your customers.