If you are not able to connect with your customers on a personal level, then this will ultimately affect your brand. You may feel as though you are not able to maintain a high click rate and that your customers abandon their shopping carts too. If you want to stop this from happening, then you need to keep an open level of communication with your customers.
Don’t use a One-Size-Fits-All Approach
You really do want your customers to feel special. If you use a one-size-fits-all approach then this will not be doing you any favours. It will show that you are inauthentic and you may even lose customer trust as a result. If you message a customer, then you need to treat each one as an individual. If you know that you are chatting with a loyal customer who has spent a lot of money on your site, then make it known. If you are messaging someone who is new, make the effort to welcome them to your site. By doing this, you can then help to make sure that your messages are as relevant as possible, and you can also cater them to each specific person.
Respond to Any Concerns
You need to be available around the clock. If you aren’t then your customers won’t appreciate the efforts you make. You also need to respond to any concerns that your customers have as well. For example, if someone leaves a one-star review on your page, don’t get angry or bitter about it. Instead, talk with them to find out why they had an issue and then work with them to try and find out what you can do to be better. You might also want to offer them some compensation so that they feel as though they haven’t wasted their time or that their comments are not going unnoticed. By doing this, you might even be able to change an unhappy customer into a happy one, and this can work wonders for your brand.
Keep it Personal
Being more personal with your customers will help to strengthen your bond and it will also help you to be more connected to them as well. Aggressive selling may be good for sales, but it is certainly not good for your brand. If you want to help yourself then you need to be conversational when trying to sell a product. This will show that your intentions are pure. You have to remember that nobody likes a salesperson, so don’t start by just talking about your own product. Instead, go and ask them about their own reasons for buying it, or even about their business. This will show that you care and it will work wonders for your customer trust.
Face to Face
When you use technology as your main source of contact then it’s understandable that you will run into some communication issues from time to time. Email and even telephone calls are convenient, but nothing will ever beat talking to someone in person. You can understand the concerns that your customers have much better in person when compared to chatting with them through a phone or even through a screen, so do keep that in mind.
Grow with your Customers in Mind
If your customers are very happy then your business will continue to grow, and it will also keep on developing. You have to make sure that you don’t get too caught up with quick growth, and that you also give your customers as much attention as possible. Sure, you are probably busy as a business owner but if you become busy to the point where your customers miss out then this will really impact your business. Your customers should always come before anything else, and if you are too busy to meet this standard then hire someone else who can.
Show your Appreciation
You would always show your friends and family that you care, so show your customers that you do as well. Show your appreciation to the people who you serve and always make sure that you are investing in their happiness. You can do this by including thank you notes when they purchase from you, or even by sending them holiday cards. You might also want to send them discounts that are personal to them as well. When you do this, you can then help them to feel more connected to your business. If you are having a hard time building a customer list, then the Sendgrid subscription widget can be a great help.
It’s so important that you respond to your customers as soon as you possibly can. Studies have shown time and time again that the faster you reply to your customers, the higher your conversion rate will be. If you are finding it hard to keep up with the amount of messages that you are getting then one thing that you can do is try and do is invest in automated messaging. When you do this, you can then give your customers a timeframe as to when you can get back to them and you will also find that it acknowledges their message too. You might also want to invest in a team of staff who can solely handle your inbox messages for you. When you do this, you can easily keep everything on track and you can also give your customers the service that they deserve.
Staying connected to your customers is easy when you know the right steps that you need to take. By following the above tips, you can be sure to help your business reach new heights as well as putting in the work to try and give your customers the support that they need. If you are not sure where your business can improve then it is always worth looking into a survey system. This means that you can get the feedback you need to make the right changes to your structure and your company in general.