How to Connect With Customers

Effective ways to connect with customers

     Jessica Alba, founder of The Honest Company, believes brands can learn a lot by staying connected and listening to their customers.

   “I think it’s important for brands, especially brands [that] are really consumer-centric, to stay connected,” Alba shared at the American Express OPEN Success Makers Summit for Business Platinum Card Members. “Customers tell you so much from their behavior and how they shop with you.”

     Here are 10 effective ways to connect with your customers and build lasting relationships that can keep them loyal to your brand.

1. Don’t use a one-size-fits-all approach.

     You want your customers to feel special, and you can achieve this by approaching each one as an individual rather than just another customer. Grouping all your consumers together will only express inauthenticity.

     “In our messaging, we will treat a heavy user of our app differently than a light user,” said Jon Ziglar, CEO of ParkMobile. “We treat a new user differently than a veteran user. We try to make the messages as relevant as possible to that specific person.”

2. Respond to concerns.

     Don’t just be available when your business is doing well or your customers are satisfied. If you want customers to trust and respect you, you need to earn it by proving your dedication to making them happy.

     For example, ParkMobile received a one-star review from a man who complained that the app was inconvenient and took time away from his date. Instead of ignoring the comment or making excuses, Ziglar said, they contacted the reviewer directly to express their remorse and offered a gift card to the exact restaurant where he had been that day.

      “He really appreciated the gesture and we turned a ‘hater’ into a huge ParkMobile advocate,” said Ziglar. “He even let us feature his story in a social media campaign.”

3. Go above and beyond.

     Ziglar’s story about his interaction with the unhappy-patron-turned-advocate leads us to our next tip: Go above and beyond for your customers. As a small business owner, you will likely have a close connection to your customers and you can use this to your advantage. Offer special discounts for customer loyalty, recommend specific products based on what you know about a customer’s interest and always remedy an unpleasant experience.

     Some customers will have a negative experience with your brand. However, your job is to ensure your customer or client’s experience ends well. Exceptional customer support will keep them coming back for more.

     “Sometimes, you have to go above and beyond to build raving fans of your business,” Ziglar said.

4. Follow up.

     Following up is an easy way to earn customers’ appreciation. No one likes to file a complaint or ask a question, only to hear radio silence. Respond to customers throughout their buying journey, they build a connection with you. This is also a great way to keep your business top of mind for your customers.

     If an existing customer purchases a new or unique product, follow up with them to make sure they enjoyed it. Thank customers for doing business with you. Everyone likes to feel acknowledged. Follow-up is also a great way to identify unhappy customers before their unsatisfactory experience ends with a negative review online. [Related article: 5 Tips for Communicating Supply Chain Delays to Customers]

5. Keep it personal, not transactional.

     Peelu Shivaraju, the owner and operator of a Money Mailer franchise in Michigan, says being more personal with customers strengthens your bonds with them.

     Rather than being aggressive when selling, try to be more consultative and conversational. So the clients understand your intentions are pure, Shivaraju recommended.

     “Nobody likes a salesperson,” he said. “Don’t go in talking about your product; go in and ask them questions about their business.”

6. Focus on face-to-face interactions.

     It’s common to experience miscommunications when using technology as the primary source of contact. While emails and telephone calls are convenient, nothing beats face-to-face contact.

     You can understand your customers better in person than over the phone or through a screen. Shivaraju makes it a point to drop in on clients to introduce himself and establish both a professional and personal relationship with them.

     “I like to get to know my clients, what their businesses are all about,” he said. “I do a lot of research about their business and ask them lots of questions to genuinely show interest. I want to learn everything I can to know how best to help their business.”

     It’s easier to learn about a client by talking to them in person. However, some people feel more comfortable speaking to you from a distance. Shivaraju advised asking your clients what their preferred method of communication is and sticking with that.

7. Be active on social media.

     Companies benefit from having social media accounts; however, simply having a social media account is not enough ― you need to be actively engaged. A 2020 survey found that 40 percent of users expect a brand to respond to them within the first hour to connect and nearly 80 percent expect a response within the first 24 hours.

     Many shoppers see whether a company has an online presence before they will do business with them. Customers are already using social media platforms to browse new products, leave reviews and share favorite items with their friends and you should meet them where they are. Interacting on social media can help your company’s brand shine, and it is a great way to stay on your customers’ minds and feeds.

     Customers are constantly reviewing and talking about brands on social media, and there is a good chance your company will be the topic of discussion at one point or another. Actively engaging customers on social media and responding to social media comments are great ways to direct the narrative about what is being said about your brand. It can also allow you to resolve negative comments as soon as they arise. 

     Your specific platforms will depend on your brand and following, such as X (formerly known as Twitter), Facebook, Instagram, YouTube and Pinterest.

8. Grow with your current clients in mind.

     If your customers are happy, your business will continue to develop. Shivaraju said not to get too caught up in quick growth, especially if it means giving less attention to clients and jeopardizing your customer service.

     “I understand that business owners are always busy, so I always try to work around their schedules,” he said. “All new clients get a follow-up visit after the first mailing goes out, as well as another in a few months to see how it’s going. As long as [clients] give me a reasonable window of time, I’ll always make myself available at a time and place of their choosing. My clients always come first.”

9. Show your appreciation.

     Just as you would with supportive friends and family, make sure your customers know you recognize their importance.

     Shivaraju appreciates two important groups of people: “The first is  my clients. They pay me money, so it’s my responsibility to create the best possible ad I can for their business and get them high-quality new leads. The second is to the consumers of my product. I need to have my envelopes filled with quality hyper local content, filled with businesses that me and my family are comfortable doing business with so that they get opened and used.”

     Shivaraju mails out envelopes to his consumers, thanking them for purchasing local goods and services. He also recommended sending holiday cards and discounts to show gratitude.

10. Survey your customers.

     A great way to stay informed about your customers’ wants and needs is by sending out surveys. For example, your business can send out occasional customer surveys to elicit customer feedback on what products they like best, what changes should be made to existing products and what products should be added to your line. When your customers feel like they have input on what you are providing, it can help build loyalty.

     Additionally, surveying your customers can help improve your overall product or service offering and cater to your customers’ wants. This can result in higher sales, which means more money in your pocket.

Mistakes to avoid when interacting with customers

     Now that you know some ways to connect with your customers, here are some common mistakes to avoid.

1. Failing to understand your customers.

     Knowing your customers is crucial to connecting with them. If you can’t anticipate their preferences or needs, you won’t be able to deliver the right products or services to meet their expectations.

     Using the best customer relationship management platform can help you personalize your interactions and tailor your offerings to the individual customer. The software develops individual client profiles with detailed data about every customer so that you can better meet their needs.

2. Not training employees for customer service.

     Your employees are a direct representation of your brand. As a business owner, you should train each employee who interacts with a customer. Not only will this improve your customer service, but it will also ensure customer communications are consistent. 

     While you don’t want to stifle your workers’ voices or force them to follow a strict script, you should make sure they’re all on the same page when it comes to communicating with customers. Have them ask the right questions, provide the same answers to common enquiries and respond in a timely manner.

3. Not practicing active listening.

     Active listening involves observing a speaker as they communicate, so you can comprehend what they are saying beyond just their words. For example, a customer might say they were happy with a service, but if their tone was slightly off or they appeared anxious or uncomfortable during the interaction, you might ask them further questions to ensure they are satisfied with your business. 

     Active listening requires patience, presence and mindful communication with your customers. Glossing over your customer interactions can lead to resentment, frustration and dissatisfied customers, which can harm your reputation and bottom line. Customers will feel more supported if you take the time to fully hear them.

4. Under-communicating.

     Today’s customers expect businesses to be available 24/7. While you should have boundaries when it comes to customer communication, make sure you respond to enquiries or concerns in a timely manner — even if it’s through an automated message. For example, you can provide a chatbot option on your website that streamlines customer interaction by collecting data. Then, you can follow up as soon as you have the time.

     Prioritizing customer service shows your customers that you care about them and their experiences with your brand. Don’t just respond to a customer concern — act immediately.

Customer connection matters

     Connecting with your customers — and not just to secure a transaction — is integral to business success. The more you invest in your customers, the more they will connect with you, leading to higher customer retention and loyalty. Additionally, the better customer experience you deliver, the better your brand reputation will be. This will help you attract new buyers and clients to your business.