Startup business customer relations is not a highly noted goal in the vision of most entrepreneurs seeking to launch a startup business. The startup’s success and consumer behavior, are usually at odds. Meeting the customer wishes, causes the startup to adjust on its approach. However, a startup business drives its vision with a concept, expecting that the concept will materialize into something catchy. The hope is that a trend catches on in the community where the startup commences. The expectation is that with the vision, leading the concept to fruition, that a trend develops, such as the hottest restaurant in town. It’s all about consumers, their likes and dislikes. That is where the importance of startup business consumer relations comes into the picture.
Consumers drive the economy and without them the economy would crumble, along with the startup, its vision and invested capital. The startup business must focus on depicting the customer that will ultimately select to shop or seek the service of the startup. That is where the concept and the vision materializes where customers feel drawn to use again the startup.
The relation between customer service, i.e. promptness of delivery or accuracy in the order taken and learning about consumer likes and dislikes is heavily involved in the startup business’s ability to adjust to consumer behavior (sales are up, or sales are down).
Startups must be abe to adjust. Let’s consider the example of an outfitter providing camping equipment. The startup may have never envisioned that having an online customer support assistance to answer questions about the products would quadruple sales. However, the competitor, who was aware that outfitter equipment is very personal, would involve having a questions answered. The competitor in this situation engaged the consumers and retrieved feedback on likes and dislikes of service and of products. Inventory selections had adjustments that then resulted in an improved return on investment (ROI) and incidentally, greater consumer satisfaction.
The startup business vision and concept must interface with the consumer, who eventually drives the landscape of the business. Getting to know if consumers prefer ground shipping than air is importance. If consumers determine the startup is padding shipping fee (as a hidden premium gained over the price of the item) then they will go elsewhere to buy item. Providing free shipping goes a long way with consumers. Handling efficiently refund requests is highly important because it also leads to improved consumer experience. Also, easily providing for exchanges is ideal. From product inventory selection to manner of service, the startup business will need to adapt to the consumer. This piece is the third on startup business points, the next will cover more on consumers and the information they generate.