Ways to build a strong connection with your customers

Image by Gerd Altmann from Pixabay

By James Daniels

Customer loyalty is like gold dust in the modern world, and you need to do everything that you can to build up the kinds of connections that stand the test of time. Of course, you are bound to be competing against a host of other companies that have exactly the same idea on their minds. Therefore, you really need to go above and beyond in order to achieve the type of success that you are looking for. Here are a few ideas that you can put into practice at your own business.

Exceed customer service expectations

Not only do you need to be meeting customer service expectations, but you should also aim to exceed them wherever possible. There are several ways of achieving this goal. First of all, you can aim to provide support in real time – whether this is through a live chat function, proactive customer support, or even a chat bot function. You should also encourage your support team to make a real and tangible connection with your customers. As far as possible, you should aim to make your customers feel special. Of course, when you run a larger business, this inevitably presents more of a challenge, but if you have a well-trained customer support team, you can continually hit this goal more effectively.

Use a consistent customer service etiquette

There are some key components of customer service that can really make all the difference when it comes to ensuring that as many people as possible walk away satisfied. First of all, you can aim to continue using positive words and phrases as much as possible. Positive phrases should always be prioritised ahead of their negative counterparts. Another key customer service technique is proactive listening. Part of the reason why customers get in touch with your business is to make themselves heard, so if you allow them to do this, it is half the battle won. The showing of gratitude and empathy are two other components that you should ensure that you are teaching to your customer service team, who are obviously at the front line of everything that you are trying to do.

Offer multi-channel support

In days gone by, customer service meant just having an active phone line and there wasn’t really much more to it. These days, customers expect to have a wide range of methods of getting in touch with your business, and you need to ensure that people are treated equally no matter which one they choose. First, you have all the text-based services out there such as live chat and social media, as well as emailing. Then, you have the voice-based services, and there are also video-based options to think about as well. Making sure that all of your channels are working together in harmony is a difficult balancing act, but it can really make all the difference when it comes to making the connection with your customers that you would like to.

Consider using customer relationship management (CRM) tools

Customer relationship management software is becoming an increasingly important part of modern businesses, and it works in several different ways. First of all, it allows you to gain some crucial insight into your customers and their behavior. This way, it is much easier to target them effectively. You can then also target them and increase your customer retention rate. Not only this, but you can prioritize faster communication with your customers. Essentially, by measuring as much as possible, it is much easier to understand what you are doing well and what still needs to be improved.

Appreciate and recognize customer loyalty

One of the biggest areas of frustration that modern business users experience is that they feel like new customers are put ahead of loyal ones. However, customers who have already used the services of a business once know what it is all about and are more likely to spend more money as a result of this. If you can really show your loyal customers that you care about them, this can make such a big difference when it comes to turning them into advocates for your business. There are several different ways that you can achieve this goal. First of all, you can incentivize them by offering access to special offers, giving them rewards on birthdays etc. You can also offer a premium service that includes access to special customer support that is not otherwise widely available. Early access is another potential idea – ensuring that your loyal customers have first access whenever you are about to release something new into the world.

Keep acquiring customer feedback

Your customers are looking at your business in an entirely different way to yourself. This means that you should value the feedback that they can provide to you. You should aim to establish a medium of a regular feedback loop – particularly when you are making significant changes to your customers such as a rebrand or the release of a new product. When customers see that you are taking their feedback into account, this can also play a central role in strengthening everything that you are trying to achieve.

Create added value for your customers

The other main area that you can look at is adding value for your customers wherever this is possible. To begin with, this means understanding your customers’ needs in as much detail as possible. Once you have done this, you can then start to build up communities. You should aim to understand your own value proposition, as well as investing in valuable customers to ensure that they continue to act as your biggest brand advocates. Remember, these customers are the lifeblood of your business and should be treated as such.

Building up a connection with your customers is one of your most important responsibilities as a business owner, and it is one that can really make all the difference in what you are trying to achieve at your company, so make sure that you prioritize it.


James Daniels is a freelance writer, business enthusiast, a bit of a tech buff, and an overall geek. He is also an avid reader, who can while away hours reading and knowing about the latest gadgets and tech, whilst offering views and opinions on these topics.

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