How do you build long-term relationships with customers?
For business
2 June 2025
An important part of running a business is developing an effective sales and marketing strategy to help win new buyers. However, it is worth remembering that customers who show loyalty and return to us are much more valuable - especially in the face of very high competition. So how do we build long-term relationships with them? 
Building long-term relationships with clients - why is it important?
Today's market, regardless of the sector, has become very demanding. Offering high-quality products at affordable prices is not enough to stay ahead of the competition and succeed. This is all the more so as consumers increasingly pay attention not only to the product itself, but also to aspects related to service, communication or dispatch. Customers prefer to choose a brand they like and want to identify with its values. Why building long-term relationships with the target group is important? Here are some key reasons:
- we face a lot of competition - their actions may cause customers to abandon our services;
- The widely available Internet makes consumers look for information before making a purchase - they often compare similar offers, so they can easily find cheaper products, more professional service or free delivery;
- It will cost less effort to take care of existing buyers than to continually attract new ones;
- Building long-term relationships with customers will contribute to creating a positive corporate image and make the brand more credible in the eyes of consumers.
Customer service principles - practice them in your company
If we want to satisfy our buyers and gain their loyalty, we must first and foremost rely on flawless and professional service. In theory, we all know how important this is, but in practice, the situation is usually not so good. Too much focus on sales and other important activities causes us to put Customer Service on the back burner. Unfortunately, this can result in discouragement, a drop in interest, migrations to competitors and reduced brand credibility. So what are the golden rules of good Customer Service that we should implement? Among the most important are:
- rapid problem solving - The time taken to resolve a reported problem is of the utmost importance, whatever the subject. Sometimes it is a product-related question, sometimes a complaint. A prompt response to an enquiry will definitely help us gain in the eyes of our audience. Nowadays, many brands use social media as a tool for Customer Service - this is where customers often raise their concerns and send messages when they have a problem with a purchase;
- immediate response - Consumers do not like to be kept waiting and stressed by unpleasant situations. Waiting to be contacted by the service department can be really frustrating, which is why it is a good idea to introduce a suitable voice menu for phone calls. This will ensure that callers are immediately redirected to the right person;
- kindness, courtesy and friendly atmosphere - Although this point seems obvious, it appears that in many companies Customer Service is not at the highest level a. Meanwhile, consumers want to feel comfortable reporting problems, asking questions and making transactions. Let's never treat their questions or concerns as an unpleasant necessity - let's make them feel important;
- facilitating the purchase path - try to make shopping in your online shop a real pleasure and ensure that visitors find everything they need straight away. Motivate users to leave feedback so that you know what still needs to be improved - less effort during the buying process will result in shoppers returning;
- providing a variety of communication channels - Make sure that customers do not find it difficult to contact your company. This may discourage them from striking up a conversation. Put your address, phone number and e-mail in a prominent place on your website. When it comes to the form of contact, each person has different preferences. Some prefer to talk on the phone, while others prefer to write a message, so ensure they have access to different channels of communication. Social media is also invaluable in this aspect. Having a company page on Facebook will also be an excellent communication tool.
The basic principles of Customer Service outlined above will help you build long-term relationships with your consumers. Their introduction does not require complicated tools or the need to invest any financial resources, and the effects will affect the functioning of the entire company. Remember that creating long-lasting relations with customers is nowadays the foundation of development and success in business, especially since the recipients themselves are willing to engage in dialogue with the brand and are curious to know what is going on in the company whose services they use.
Choose InPost Subscriptions for businesses and send parcels at a fixed price.
Take one minute to leave your contact details and start sending parcels from as low as 11.89 PLN*.
- One contract for courier and Paczkomat shipments
- Free courier pickups
- Express delivery
- Price guarantee for the duration of the contract
- Fuel surcharge included
- Dedicated post-sale support
* Net price per Paczkomat shipment in the Subscription 600 plan.
Czytaj również
