Chris co-founded Employee Wow just after he exited his previous startup, Revel Systems in 2017 and started this company with Jessica Ciabarra CO Founder CEO. Ciabarra Wrote" If businesses can tap into the emotions of their customers, then they can win over their hearts and loyalty."
One of the hallmarks of being a successful business owner is the ability to connect with your customers. Customers even have the capacity to bond emotionally with businesses, according to a Harvard Business Review study. If businesses can tap into the emotions of their customers, then they can win over their hearts and loyalty. Here are five ways business owners can connect with their customers.
Provide Superior Customer Service
Since customers are the foundation of any business, providing them with excellent service is crucial to your success. Consider this: A study conducted by American Express revealed that more than three-quarters of customers have ended a sale because of a poor customer service experience. This notion should be enough to encourage any business owner to perform better. The only way to ensure your customers receive top-quality customer service is to be responsive to their needs, which leads to my next point:
Hear Your Customer (And Be Responsive)
If there's one thing we know about human nature, it's that people don't like to wait. Responding to customers right away is particularly important. This means you must have your eye on all social media platforms and be ready to contact the customer who gives you a fantastic review (as well as those who give you less-than-positive feedback). When your business steps up to the plate even when customers give negative reviews, it shows that you are willing to be held accountable and make amends. This speaks volumes about your brand's integrity.
Tap Into The Millennial Generation
Don't forget that millennials may also be a subset of your consumer base's population. Millennials are known for their strong connection to electronics, social media and social causes. According to research from Sprout Social, Facebook is a popular social channel among all demographic groups. However, millennials also rank Instagram and Snapchat high on their list of favorite social media platforms. Consider using these platforms as a way for businesses to connect with this group. You may even consider designing geofilters that promote your brand -- this is free advertising for you but also fun for the customer.
Be Personable
When it comes down to it, customers want to connect with other people -- not just a name on a building. Allow customers to make a connection with you by giving them access. This doesn't mean you should hand out your cell phone number, but you can create an email address just for them to reach you. You should also consider putting your face on all your printed and digital material: You may feel awkward about the idea of doing it, but it makes the company more personable and puts a face with a name.
Gather Ground-Level Feedback From Your Customers
As a business owner, your time is invested in many high-level activities that don't always involve rubbing shoulders with the customers. It may be difficult for you to know what's happening at the ground level. However, knowing what customers think and how they feel is critical in order to grow your business. One solution is to invest in a tablet and keep it in the store or office. Allow customers to leave feedback on it, then act on that feedback by implementing any necessary changes.
Connecting with your customers needs to be a top priority for business owners. From excellent customer service to collecting ground-level feedback, these tips will give you a headstart on the competition.
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