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4 Tips for Connecting With Your Customers

A successful business should not simply rely on the first sale. In a free market, it is very simple to switch loyalties for any reason. There are usually so many options to choose from. If company A cannot deliver your groceries within the hour, you can find company B that does. Customers are often willing to pay a premium for convenience. It is up to your business to identify the consumer pain points and offer solutions.

To survive and thrive in a competitive market, your business must strive for consistent sales. One way to convert first time buyers into loyal clientele is to connect with them. When customers feel seen and heard, they’re more likely to be loyal to a brand. Here are some tips on how you can foster authentic connection.

1. Seal Gaps in Communication

In this digital age, customers may contact your business in multiple ways. Gone are the days when you could only phone in a pizza order. Nowadays, people use apps, websites, social media and even smart home devices to communicate with your company. They may reach out on different platforms, but they expect the same level of customer service consistently. They don’t want to waste time repeatedly dealing with an issue each time they contact you.

One way to solve this problem is by using a good CRM for your small business. A customer relationship management system can synchronize all your interactions with a client in one place. That way you can instantly see a snapshot of what is happening without having to dig through email threads and chat logs. 

For instance, if someone contacted you on your website for a kitchen remodel quote, you can update the CRM with the interaction, site visit, and all the options they were shown. Then you can also record the advance payment and have a timeline that others on the project can see. This way when the customer asks for an update or a change, it is easy to access.

2. Show Appreciation

Once you have secured the order, don’t take your customers for granted. There are many ways you can tell a customer that their order makes a difference. Small business owners often make reels on Instagram about how their business helps pay for swim lessons and dance classes for their kids. They show how each ka-ching on their phone brings a smile on their face as opposed to a multi-million-dollar company barely taking notice.

You could show loyal customers your appreciation in many ways. You can help them save money by offering a discount code exclusive to past clientele. You could give them an exclusive referral link to share with others since they can be your most authentic brand ambassadors. 

Or you could include a small surprise in their orders so that they feel valued and appreciated. If you don’t have the budget yet to offer monetary incentives, even a genuine thank you message can help. If your business is still small, a handwritten note can do the trick. As you grow, a pre-printed thank you postcard can also make customers feel connected.

3. Presence on Multiple Platforms

Connections come in many forms. You might think you’re too old for Snapchat, but your ideal customers may be hanging out there. You might think you’re too young for Facebook, but you cannot afford to miss that market either. If you’re not very comfortable on some platform, hire someone to help you. At times, college students looking for some extra cash can produce organic content for your business and help promote it on different channels.

One mantra of business is never to assume who will buy from you. You need to spread the net out wide and see how many fish you catch. A business cannot always rely on friends and family. You must get your name out there. Similarly, you cannot rely on only the platforms you are personally comfortable with.

You must at least try to get out of your comfort zone and experiment with different platforms. You never know, your 5-second video may go viral on TikTok and rake in good sales. You will never know until you try. When you do get some traction on any platform, always make sure you respond to messages and comments. This way customers feel connected and want to engage with your content. 

4. Build a Community

Customers like to get the intel before others. Even if you have thousands of people on your email list, sending a personalized message can make customers feel special. They believe they have gotten first dibs on your latest collection, even if thousands of others got the same email. Capitalize on this and continue to make them feel special.  Small business marketing automation can help you reach your customers wherever they are. Depending on what you offer, tailor it to your customer so they don’t feel it is a generic marketing blast.

You can also invite your loyal customers to join an online Facebook group or other such community. This could be an invite-only group where you could ask veteran buyers about your new drop. If you sell personalized stationery, ask your customers what else they would like to see. Are there any colors, designs, fonts that you may be missing? If custom notecards are your bestsellers, see if they would be interested in matching to-do lists or planners.

Connecting with customers doesn’t have to be very expensive or complicated. Be organic and genuine in trying to find out more of what they like and tailor your offerings. Give them a chance to share their opinions and then value the feedback. Pivot if you need to. Even as you grow, don’t forget the customer base that helped get you there.