How To Build A Strong Connection With Your Customers
Do you remember having a teacher in class who would always boss you around and just kept reading through the notes? We bet you had plenty of sleeping sessions throughout that class.
But, did you also have that teacher who would always be excited, told fascinating stories and got you constantly involved on the subject? That got your attention didn’t it?
This is exactly how your customers should feel – excited, involved and have an emotional connection to you.
The number one rule, is to actually listen to your customers.
Ever had a conversation with somebody who just talked and talked and never really listened to what you are saying? You probably never spoke to him again we are guessing.
The ability to engage in a genuine conversation with your customers is just priceless. Engaging with them on another level is important and crucial to your relationship. This can help you build a strong emotional link with your audience, one that will greatly be appreciated.
What is equally important are the negative comments. You ought to listen to any negativity about your brand and even more so, show that you are taking appropriate actions to correct your mistakes.
Provide excellent customer service
According to an American Express Survey, “78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.”
This is a huge stat to pay attention to.
Customer service is an absolute requirement for a business to have, let alone an excellent customer service. Therefore, businesses nowadays should pay some serious attention to it in this customer-based world.
This signifies responding to customers on time whenever they have a question, inquiry, or concern. Treat them as you would want to be treated yourself if you were the customer and that’s with respect, helpfulness and professionalism.
Of course, if they have something negative to say, publicly, or privately, do offer to make things right. People do like it when you try to solve a problem.
‘Nice to meet you’
When you meet someone, don’t you want to know a tad more about them?
Same with your customers!
You can get to know your customers by finding out their:
- Demographics (age, location, occupation etc.)
- Hobbies and interests
- Shopping patterns
- Online habits
- Pain points
When you get to know your audience, you ultimately deliver more appropriate messages to them – messages that interests them. Vice versa, your audience in turn will reciprocate that interest and therefore you gain new fans.
Reward your Loyal Customers
After creating and building a relationship, customer spend grows alongside trust. Ultimately, loyal customers spend 67% more than new ones.
That number alone is a great motivation for companies to pay more attention to their existing customers.
You can offer them:
- Loyalty benefits
- Loyalty offers
- Loyalty programs
- Loyalty rewards
In general, people like to be acknowledged. Just imagine if suddenly Apple sent you over a free i-phone for being a 10 year loyal member. Won’t that get you excited?
By being in communication with loyal customers and rewarding them via offers or even information, you will manage to construct a bond which every business dreams of.
The result of this bond is to shape a positive picture about your business which will be transferred to the rest of your target audience. Ideally you would want your customers to talk to their friends and family about why your business is so great.
This emotional connection with a brand, surpasses the typical methods of pure selling promotions and reaches out to your customers on a personal level.
Go on, show that you are human after all!
The key is to humanize your brand through products and services that solve problems.
No one likes a company that cares nothing else than making a profit out of you. Your company has to do just the opposite – it has to show that you are helping customers with their issues via your products.
Even more so, your posts, emails and in general communication messages have to sound that you care about your customer base and you are willing to assist them in any way. Besides, it’s your job to give them a reason to care.
So stop making everything about you and make it about them!