Whether you’re starting a new business or already have one, having an effective customer connection for your brand is critical. While capturing new customers has its appeal, keeping them coming back with a strategic connections strategy will consistently result in a higher return on investment ROI. But how do you develop a customer engagement strategy that keeps your current customers engaged and happy?
Check out our list of 15 effective customer connection tips to better understand which strategies can be applied to your business.
What does customer connection mean?
Customer Connection is a strategic effort in your business to build relationships beyond the initial transaction. It involves communication, but it is much more than that.
Customer Connection can be said to be the efforts you make to improve the customer experience in your business. It comprises the following:
- How do your customers perceive you as a company?
- What steps do you take to address the issues that your customers are experiencing?
- How do you approach customer interactions?
Simply put, effective customer connections are required to maintain a positive relationship with your customers, as well as for reasons such as customer retention.
This human connection in customer service is required to understand how your customers’ needs will change. When you take this comprehensive approach, you can improve your chances of securing a positive relationship.
Furthermore, it is critical to understand that customer connections are dependent on all employees, not just one. As a result, in order to establish concrete customer relationships, every employee must fulfill their share of responsibility for customer support.
Best customer connections examples
Here are real-life best customer connections examples you can try today:
- Add a personal touch to your business
- Be transparent and educate your prospects
- Respond to all customer feedback as soon as possible
- Use creative and unexpected return policies
- Remembering and rewarding returning customers
- Provide freemium services and products
Add a personal touch to your business
Your advantage as a small business or startup is that you can provide personalized service that larger corporations cannot. Customer Connections is an opportunity to humanize your company.
Be transparent and educate your prospects
Education about the products you sell and the services you provide can also help you cross-sell or upsell products.
It may feel pushy or bad for customer service at first, but if you’re transparent and spend time educating shoppers before they buy, they’re likely to be satisfied. Starting a conversation can also help you tailor your recommendations to their specific requirements.
Respond to all customer feedback as soon as possible
Responding to positive and negative feedback in a timely manner demonstrates that you are listening to customers and value their feedback, whether positive or negative.
Use creative and unexpected return policies
If a customer places an order and then decides they don’t like it or it doesn’t fit, suggest they give it to a friend or family member and offer to send them a new product for the same price.
You’ll make them happy while also getting your products into the hands of other potential customers. Alternatively, the customer may decide to use the item regardless.
This tactic is also unique, and the customer is likely to tell others about their experience.
Remembering and rewarding returning customers
Remembering and rewarding repeat customers add an element of surprise and delight
Provide freemium services and products
Allowing customers to try on items at home before they buy is a great way to build customer connections with them if you can manage the logistics. Furthermore, if you go above and beyond to provide an exceptional human connection in customer service, they are more likely to purchase at least one item from the merchandise you sent them to try on.
15 Effective Customer Connection Tips
- Understand customers needs
- Encourage open and honest customer feedback
- Create a framework for measuring your team’s performance
- Set individual and team goals
- Manual processes should be streamlined
- Create a coaching environment
- Implement a multichannel customer service strategy
- Be open and provide feedback
- Make your company culture interesting.
- Get it done right the first time.
- Record and Reflect
- Maintain customer interest through engagement
- Make it easier for customers to connect with you
- Know your customers Inside out
- Pay Attention to Non-Verbal Cues
1. Understand customers’ needs
When considering how to provide good customer connections or human connection in customer service, this is the most important tip to remember. Everything your customer service team does should be centered on the needs of the customer. Understanding what those needs are will aid in the development of your customer service strategy.
Asking your customers about their needs is the best way to learn about them. Ask them about their needs specific to your industry using a survey, an email, a phone call, or whatever resources you have available.
2. Encourage open and honest customer feedback
Having a culture of honesty and integrity entails more than simply posting it around the office. It entails promoting it in every meeting, email, and phone call your team and you have with each other and the customer.
Paying attention to your customers’ feedback not only makes them feel valued but also makes them feel good about your brand. Positive reviews are generated by positive customer feedback. Customer feedback that is negative generates opportunities for improvement.
Even complex customer conversations will be easier and more productive if the customer feels more at ease. Encourage your agents to maintain this culture, and you’ll get honest feedback that will help you and your team learn and improve.
3. Create a framework for measuring your team’s performance
Having customer service performance metrics to aim for is the best way to ensure your team’s success. Creating a solid framework to guide you is the only way to determine the right key performance indicators.
4. Set individual and team goals
Once you’ve established your framework, you can determine what your team and each individual must accomplish. Allow your agents to set and track their own personal goals based on what the team agreed on.
Setting their own customer connections goals allows your agents to take true ownership and achieve them. This sense of accomplishment leads to increased engagement and productivity. Your team’s customer service performance goals will naturally align with the company’s goals.
However, this does not guarantee that they will meet the objectives you’ve set. Tracking their performance (along with having an honest and open culture) can help you support your team when problems arise, allowing you to overcome them together.
5. Manual processes should be streamlined
Process optimization can save you and your team time and reduce errors in many cases. One option is to use software designed to automate reports, reduce tedious tasks, and calculate trends.
You can use the extra time to focus on more important tasks such as team training, data analysis, and customer service. By eliminating these manual processes, agents can be encouraged to embrace technology that increases their productivity.
6. Create a coaching environment
Providing quality feedback to your customer service teams is only half the battle. Sure, you can assess their performance by asking how long it took to answer a phone call or resolve an issue.
However, when problems arise, having the ability to flag them and provide immediate feedback on any issue can help your teams improve their customer service. The ‘why’ and ‘how’ of your feedback is frequently what make it useful.
Giving your teams advice on how to improve, rather than simply telling them they are not meeting their objectives, can help motivate change. It clarifies things.
Coaching is also essential for preventing these issues from occurring in the first place.
7. Implement a multichannel customer service strategy
In today’s digital world, creating a sense of accessibility is critical to customer connections, but it’s also critical to avoid overstretching your resources to be everywhere.
To make the customer’s experience easier and faster, consider email, Facebook, WhatsApp, and Twitter.
The first step toward achieving this accessibility is determining where your customers prefer to seek assistance and focusing your efforts on those channels.
8. Be open and provide feedback
Transparency within your team, combined with regular, high-quality feedback, will strengthen your relationship. Allowing each team member to see their numbers in real-time will not only motivate them but will also instill a sense of ownership in them.
9. Make your company culture interesting
Making your team members feel engaged can help boost employee happiness and reduce agent turnover. Gamifying your training and performance management is one way to accomplish this.
You can keep your employees engaged by using gamification, providing constructive feedback, and maintaining strong relationships and communication with your team.
This type of company culture fosters greater team spirit, which leads to improved performance and happier customers.
10. Get it done right the first time
One of the most effective ways to improve customer connections performance is to solve all of the customer’s problems the first time.
Calculating and tracking your First Contact Resolution score will help you understand the significance of devoting extra time ahead of time to provide a quality response the first time.
Leaders frequently focus on the speed of resolution rather than actually solving the problem. This results in a much higher reopen rate, effectively negating all of your efforts.
11. Record and Reflect
The majority of customers prefer to call the company to resolve their problems. Recording customer calls for future reference or training is one of the most important customer service tips.
Listen to the recorded calls to ensure that you are properly addressing the client’s concerns. Determine your weak points and work on them to improve your customer service.
It is possible to overlook important information when speaking with a customer. This information is available thanks to the recorded calls. Call recordings can also be used to train current and future customer service representatives.
12. Maintain customer interest through engagement
Businesses that prioritize customer engagement are constantly adding value to their customers’ lives. In simpler terms, the goal is to establish a relationship in which customers benefit from consistent engagement rather than simply making them buy from you.
13. Make it easier for customers to connect with you
The mere thought of contacting your company for assistance should not frighten your customers. Make it easier for customers to communicate with you, regardless of the channel they use.
Share pertinent information on your website’s “Contact Us” page. Include your office address, store locations, contact information, email, and links to your social media pages.
Customers in various countries do not prefer calling due to high call rates. Purchase a toll-free number for a specific country and make it simple for your customers to contact you.
14. Know your customers Inside out
Most high-performing companies have ingrained in their culture a customer-first mentality. But how can you become a customer-focused brand if you have no idea who your customers are?
Acknowledging your customers’ needs and desires is one of the most important customer service tips you can use. Continue your relentless pursuit of understanding your target audience.
14. Pay Attention to Non-Verbal Cues
Understanding and experimenting with nonverbal cues are one of the most important tips for customer service representatives because they can lead to successful in-person interactions.
Nonverbal communication, such as body language, tone of voice, and gestures, is just as important as written text and should not be overlooked.
To ensure your team provides an efficient service, follow these 15 effective customer connections tips. Customers should be treated with respect, empathy, and a constant smile. You will soon have not only happy customers but also a happy business.
Tell us in the comments which effective customer connection tips your team will start with. Share it on social media as well so that other businesses can learn how to improve their customer service.
How does connect with customers in marketing work?
Customer connection is the art of cultivating and nurturing customer relationships throughout the customer journey in order to develop a long-term bond that increases customer loyalty and retention.
What are the innovative ways to connect with customers?
Here are some innovative ways that you can use to connect with your customers:
- Live Stream Events or Updates
- Host Virtual Meetups
- Offer Free Lessons
- Send Out Customer Surveys
- Offer Giveaways and Host Contests
What technology is used in customer communication?
Here is the top technology that you can use in customer communication:
Customer service analytics tools, Call center software, Chatbots, Email helpdesk software, Messaging software