Many patrons of a company choose to spend their money with that particular business because they are dedicated to a brand—which is a positive thing. However, a merger can change a brand’s reputation and some customers may begin to walk away.
Rather than losing clients amidst the shuffle of a merger, utilize this time to improve the customer experience. During a merger, unsure clients may more closely analyze their happiness with the company’s services and provisions. They will pick up on any indications that the merger has changed their beloved brand. Use this extra attention to wow them and create lifelong brand loyalty. Prove that the company has only improved since its merger. You can even consider building a rewards program for those consumers who have stayed loyal to the business.
It is also important to hear feedback from customers, happy and not-so-happy. Allowing for open communication can grant you the ability to both defend your actions as well as fix any existing problems.
It may seem like a no-brainer when you think about it, but providing your newly acquired patrons with excellent customer service will save you from loss. Remember that your company would be nothing without its customers.
If you need any assistance in an M&A deal, contact George & Company.