Connecting with customers in a way that makes them feel like they’re seen, heard and understood helps them become engaged with your brand. That leads to a more loyal customer. What’s more, 60% of people will tell their family and friends about a brand they’re loyal to, which can lead to new contacts. Here are some tips to help you better connect with customers.
Send regular emails
There are countless ways you can use email to connect.
- Send brand new customers three to five value-packed emails with links to videos, blog posts or other useful material.
- Send a short, multiple choice survey asking existing customers what kind of content they’d like to receive and plan according to their responses.
- Send a mix of both conversion-focused emails and value-focused content to provide balance. Sometimes you’re asking for a sale and sometimes you’re providing information.
Post on social media
Posting fun and useful content on social media can be a great way to draw customers in and get them to engage with you. Introduce team members one at a time with a picture and short bio so customers feel like they know you. Host user-generated content challenges and offer fun prizes like a charging cable with earbuds, T-shirt or wireless speaker.
Meet face-to-face (even if it’s virtual)
Face-to-face interactions can help you connect with customers on a much deeper level, as it feels more personal than email or social media communication. When in-person interactions aren’t possible, video is the next best thing. Next time you schedule a sales call, ask customers to chat via a video conferencing tool like GoToMeeting® or a video messaging app like Skype®.
For many businesses, digital communication is the primary way to reach customers. That means there’s an opportunity to stand out by sending direct mail—especially when a customer thank-you gift is included. Send a journal or wireless charger, along with a thoughtful card thanking them for their business. A gift like this is sure to help them feel connected to your brand.
Engage with reviewers
Eighty-four percent of people trust online reviews as much as recommendations from friends or family. When people leave a review about your company, use it as an opportunity to connect—whether it’s good or bad.
If you get a positive review, thank the customer for their support. Doing so can help them feel appreciated and encourage them to return. If you get a negative review, addressing the criticism can help turn a problem into a happy customer. It also shows prospects that you truly care. When responding to a negative review, keep these tips in mind:
- Let the reviewer know you saw their review and want to help them in whatever way you can.
- Offer to go above and beyond what they expect, such as giving them a discount or free shipping.
- Address each of their concerns to show them you’re paying attention to their wants and needs.
All in all, there are many different ways to connect with customers—whether by talking to them through a digital medium or sending thank-you gifts. Use these ideas to build trust, loyalty and engagement with your audience.
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