Your customers drive your business, It is important to pay attention to how they interact with your brand. Reach out to them not only when they need your business, but also find ways to show them that you care. Connect with customers through customized interactions and proactive responses.
Jessica Alba is the founder and CEO of The Honest Company. She believes that brands can learn a lot from listening to and staying connect with customers.
Alba said that brands, particularly brands that are consumer-centric, should stay connected at the American Express OPEN Success Makers Summit of Business Platinum Card Members.”Customers can tell you so much from what they buy and how they shop. ”
Here are 10 ways to build lasting relationships with customers. that can keep them loyal to your brand.
10 Ways to improve customer connections
1. Don’t use a one-size-fits-all approach.
Customers should feel special which can be achieved by treating each customer as an individual and not just another customer. You can only fake authenticity if all your customers are grouped together.
Jon Ziglar CEO of ParkMobile stated, “In our messaging, we will treat heavy users of our app differently than a lighter user.” “We treat a new user differently from a veteran user. We make sure that the messages are as relevant to each individual as possible.
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2. Respond to concerns.
You don’t have to be there when your business is performing well or customers are happy. If you’re committed to making customers happy, they will trust you.
ParkMobile was given a one-star review by a man complaining that the app was too complicated and took away his time. Ziglar stated that they did not ignore the comment or make excuses. Instead, they reached out to the reviewer to express regret and offer a gift certificate to the exact restaurant he was at that time.
Ziglar said that he appreciated the gesture and turned someone who was a ParkMobile hater into a ParkMobile advocate. He even allowed us to feature his story on a social media campaign.
3. Go above and beyond.
Ziggler’s story about his conversation with the grieving mentor advocate leads us to our next suggestion: Go above and beyond for your clients. You will have a strong connection with your customers as a small business owner. This can be a great advantage to connect with customers. You can offer customer loyalty discounts, recommend products based on your knowledge of a customer’s interests, or even remedy an unpleasant experience.
Some customers may be unhappy with your brand. Your client’s or customer’s experience should be positive If they are treated with exceptional customer service, they will be more inclined to return.
Ziglar stated, “Sometimes you have to go beyond and beyond in order to build raving customers of your business.”
4. Keep following up.
It’s easy to show appreciation by following up. Nobody likes to ask a question or file a complaint, only to be silenced by the radio. So that customers feel connected to you, respond to them throughout the buying process. This is a great way to keep your business top of mind for your customers.
A customer who is an existing customer buys a unique or new product. Follow up with them to ensure they enjoy it. Recognize customers who do business with you. Everybody likes to be acknowledged. It is also a great way for unhappy customers to be identified before they leave a negative online review.
5. It should be personal and not transactional.
Peelu Shivaraju is the owner and operator of a Money Mailer franchise located in Michigan. She says getting to know customers build stronger relationships with them.
Don’t be aggressive in selling. Try to be more conversational and consultative so clients can understand your intentions, Shivaraju suggested.
He said, “Nobody likes salespeople.” “Don’t talk only about your product. Go in and ask about their businesses.”
6. Focus on face-to-face interactions.
Miscommunications are common when technology is used as the primary source of contact. Although email and phone calls can be convenient, face-to-face communication is the best.
It is easier to get to know your customers in person than by talking on the phone or using a screen. Shivaraju always makes an effort to meet clients to introduce himself and establish personal and professional relationships.
He said, “I enjoy getting to know my customers and what their businesses are about.” I do extensive research on their businesses and ask lots of questions to show genuine interest. I want to know everything I can about their business so I can best help them.
It is easier to get to know a client in person. Some people are more comfortable talking to you over the phone. Shivaraju suggested asking clients their preferred communication method and staying with it.
7. Be active on social media.
Social media accounts are a great asset for companies. social media is the best option to connect with customers and reaching your target audience. However, having one is not enough. You need to actively engage with your social media accounts. Recent surveys show that 40% expect brands to respond within the first hour after connecting with them, while nearly 80% expect a reply within 24 hours.
A company’s online presence is a key factor in many shoppers deciding whether they want to do business with them. Customers already use social media to search for new products, leave reviews, and share their favorite items with friends. You should meet them there. Social media interaction can make your brand shine and is a great way for you to keep your customers in your thoughts and feed.
Your company is likely to be discussed by customers on social media. Customers will constantly review and discuss brands. Engaging customers on social media, and responding to comments from others are great ways of directing the conversation about your brand. You can also resolve negative comments quickly.
Also read: 8 Best Customer Service Tools for 2022
8. Grow with your current clients in mind.
Your business will grow if your customers are satisfied. Shivaraju advised me not to get too involved in rapid growth, especially if this means sacrificing customer service and paying less attention to clients.
He said, “I know that business owners are always very busy so I try to work around their schedules.” All new clients receive a follow-up visit after their first mailing. Another visit is sent in a few months to check on how things are going. If clients give me a reasonable time frame, I will always be available when they need me. My clients are always first.”
9. Show your appreciation.
As you would with family and friends who are supportive, let your customers know that you value them.
Shivaraju expresses his gratitude to two groups: “The first is my clients. They pay me money so it is my responsibility to create the best ad possible for their business and generate high-quality leads. The second is to my customers. To ensure that my envelopes get used and opened, I must have high-quality hyperlocal content filled with companies that my family is comfortable doing business with.
Shivaraju sends envelopes to customers, thanking them in advance for buying local products and services. To show his gratitude, he also suggested sending holiday cards and discount coupons.
10. Take a survey of your customers.
Sending out surveys is a great way to keep informed about customers’ needs and wants. Your business could send customer surveys periodically to get customer feedback about their favorite products, how to improve existing products, and what products you should add to your product line. It builds customer loyalty and makes your customers feel valued. it is the best way to connect with customers and find out your product’s response value.
Surveying customers can also help you improve your product or service offerings and meet the needs of your customers. This can lead to more sales which will result in more money for you.