{"id":33212,"date":"2021-01-07T15:02:40","date_gmt":"2021-01-07T22:02:40","guid":{"rendered":"https:\/\/bombbomb.com\/?p=33212"},"modified":"2024-04-01T12:48:59","modified_gmt":"2024-04-01T18:48:59","slug":"building-relationships-with-customers","status":"publish","type":"post","link":"https:\/\/bombbomb.com\/building-relationships-with-customers\/","title":{"rendered":"Building Relationships With Customers: 7 Ways to Create Authentic Connection and Strengthen Customer Loyalty\u00a0"},"content":{"rendered":"

Cultivating strong relationships is a surefire way to create loyal customers. If you don\u2019t focus on building relationships with your customers, they\u2019re more likely to go elsewhere.<\/p>\n

People want to feel valued! In order to keep your customers coming back, they need to know they matter to you. And to ensure that they do, you have to develop an authentic connection with them and invest in your relationships.<\/p>\n

A recent report by HubSpot<\/a> states that \u201ccustomers who have an emotional relationship with a brand have a 306% higher customer lifetime value\u201d than those who don\u2019t. So, what does this mean for you?<\/p>\n

\"building<\/p>\n

It means that the relationship you develop with someone will keep them loyal to your business long after they buy your product or use your service for the first time. It also signifies that building relationships with customers and creating brand loyalty are key to business success.<\/p>\n

So how do you establish a strong customer relationship? More importantly, how do you continue to foster an exceptional customer relationship over time that creates a strong sense of loyalty?<\/p>\n

Below we\u2019ve outlined seven ways to establish, grow, and nurture strong customer relationships through organic human connection \u2014 take a look!<\/p>\n

1. Get to Know Your Customers<\/span><\/h2>\n

It might seem simple, but when you begin doing business with someone, it\u2019s crucial to relationship longevity that you get to know them on a personal level. People are more than just a sale, and they want to feel that way.<\/p>\n

According to Forbes<\/a>, the core of the customer experience is that people want to \u201cfeel seen, known, and valued\u201d by the businesses they\u2019re buying from.<\/p>\n

During those initial conversations, take some time to focus on this piece of the customer experience and really listen to what your customers have to say.\u00a0 Maybe they mention how long they\u2019ve been with their company, a problem they’re having with your product, or what\u2019s coming up on their calendar. Keep track of this information.<\/strong><\/em><\/p>\n

When it\u2019s time to follow up, reiterate some of the details from those initial conversations. This shows your customers that they\u2019ve been heard and that they\u2019re valued as unique individuals.<\/p>\n

2. Exceed Expectations<\/span><\/h2>\n

One of the ways you can begin building relationships with customers is by creating a positive customer experience upfront.\u00a0 How do you do this? Be above average and go beyond what your customers are expecting.<\/p>\n

On an episode of \u201cThe Customer Experience Podcast,\u201d Shep Hyken, author of \u201cBe Amazing or Go Home: Seven Customer Service Habits That Create Confidence With Everyone<\/a>,\u201d states that being \u201cjust average\u201d is no longer an option when dealing with customers. More specifically, he points out that the number one thing companies should do is slightly exceed expectations rather than just meet them. Doing so will garner an amazing rating because you\u2019re always doing something positive consistently.<\/p>\n

So, what are some ways you can exceed expectations to provide an above-average customer experience?<\/p>\n

\u2022<\/strong><\/span>\u00a0Include a personal touch with your product once someone signs up, such as a thank you video. (Click here for a few examples of thank you video messages<\/a> to help get you started!)
\n\u2022<\/strong><\/span>\u00a0Don\u2019t just meet immediate needs \u2014 always go one step further.
\n\u2022<\/strong><\/span>\u00a0Personally follow up after larger onboarding or training sessions with additional resources and exercises.
\n\u2022<\/strong><\/span>\u00a0Reach out regularly to ensure your customers are getting the most out of your product or service. Follow up on their responses.<\/strong><\/em>
\n\u2022<\/strong><\/span> Provide an exceptional customer experience that exceeds expectations throughout the customer journey.<\/p>\n

From the beginning of the onboarding process<\/a> through product training and customer support \u2014 doing more than expected will keep your customers loyal to you. This is because they trust you\u2019ll always do your best for them.<\/p>\n

3. Show Gratitude<\/span><\/h2>\n

\"\"<\/p>\n

Showing your customers that you\u2019re genuinely thankful for them will go a long way to create genuine connection, especially at the beginning of a relationship.<\/p>\n

According to Harvard Business Review<\/a>, when someone feels genuinely appreciated, they\u2019re more likely to stay in a relationship over a longer period of time.\u00a0 If your customers know you\u2019re grateful, it will help them feel like your business is really worth their time and effort.<\/p>\n

Continuing the practice of saying, \u201cThank you,\u201d over the course of building relationships with customers is also important to longevity and loyalty. So don\u2019t forget this step as you continue to cultivate longer-lasting relationships as well.<\/p>\n

4. Communicate Often and Honestly<\/span><\/h2>\n

In order to build customer relationships, open and honest communication is crucial.<\/p>\n

In any customer success role, you\u2019re bound to encounter a variety of questions and genuine problems with your product every day. It\u2019s important to communicate well by listening with empathy, being straightforward and sympathetic when delivering bad news, apologizing genuinely, clearly identifying solutions or answers, and following up after you\u2019ve solved a problem or answered a question.<\/p>\n

And, while we know it\u2019s important to communicate with your customers when they need you, it\u2019s just as important to reach out when they don\u2019t have a problem or a question. This will help to remind them that you\u2019re still there to provide support.<\/p>\n

So, what are some ways to remind your customers that you\u2019re still around?<\/p>\n

\u2022<\/strong><\/span>\u00a0Check in via phone, email, social media, text, and video. Not everyone communicates the same way so try to use multiple channels of communication to meet people where they\u2019re comfortable.
\n\u2022<\/strong><\/span>\u00a0Provide value by holding educational webinars that help customers use your product or service.
\n\u2022<\/strong><\/span>\u00a0Send relevant content to train and educate your customers on product updates and new feature launches.
\n\u2022<\/strong><\/span>\u00a0Reach out and remind customers that you\u2019re available for product help and additional training.
\n\u2022<\/strong><\/span> Send updates on customer progress and congratulate them on hitting certain milestones.<\/p>\n

Above anything else, clear and consistent communication is the core of great customer service and lasting customer relationships.<\/p>\n

5. Showcase Your Human Side<\/span><\/h2>\n

Continuing to develop a strong customer relationship requires real connection. And you can create a deeper level of connection with people by showing your human side. People aren\u2019t perfect and real relationships aren\u2019t perfect, either.<\/p>\n

Humanize yourself by sending personalized videos to your customers on a regular basis. Video will help them become familiar with you. The real you. Video helps to convey your intent, empathy, and tone of voice. (This is especially important when problems arise, which they inevitably will.)<\/p>\n

The more your customers see your face, hear your voice, and get to know your human side \u2014 the more likely they are to feel like they know you personally. This feeling of familiarity helps to create trust and customer relationship longevity.<\/p>\n

If you\u2019re not sure how to create videos showing your authentic human side \u2014 check out this post<\/a> for some guidance.<\/p>\n

6. Focus on Customer Retention<\/span><\/h2>\n

\"\"<\/p>\n

When you think about customer lifetime value, you have to consider the cost of retaining customers versus the cost of drumming up new business. And acquiring new customers isn\u2019t cheap. In fact, it costs five times more than keeping your existing customers<\/a>.\u00a0 You need to keep your current customers coming back.<\/p>\n

What are some proven ways to avoid churn and keep your current customers coming back?<\/p>\n

\u2022<\/strong><\/span>\u00a0Encourage product usage through training and education.
\n\u2022<\/strong><\/span>\u00a0Track and share customer feedback from both current customers and canceled accounts.
\n\u2022<\/strong><\/span>\u00a0Surprise and delight your customers throughout their experience with your product.
\n\u2022<\/strong><\/span> Create a good referral strategy<\/a>. The more a customer refers you to others, the more often they remember why they like doing business with you.
\n\u2022<\/strong><\/span>\u00a0Deliver an above-average customer experience.<\/p>\n

By building relationships with customers and continuing to nurture those relationships, you\u2019re focusing on customer retention rather than customer acquisition. Making this a key part of your business model will save you both time and money in the long run.<\/p>\n

7. Provide Value Over Time<\/span><\/h2>\n

Building relationships with customers should happen over time. You shouldn\u2019t wait until their contract is up or it\u2019s renewal time to connect with them. It\u2019s important to create connection by doing more for your customers than just selling them your product or meeting their immediate needs.<\/p>\n

Creating and sending video email campaigns provides your customers with something of value.<\/p>\n

Rather than focusing on your business, focus on what your customers may need during a specific time in their lives. Providing them with useful information such as updates or news specific to their industry, details about local holiday events, or helpful seasonal tips will keep you top-of-mind when this knowledge comes in handy.<\/p>\n

When you send video email campaigns, including a call to action will also leave the door open for ongoing communication. This ongoing communication is how you\u2019ll be able to maintain a relationship over time.<\/p>\n

Want to Learn More About Building Customer Relationships?<\/span><\/h2>\n

Building customer relationships doesn\u2019t end with this list! Below are some episodes of \u201cThe Customer Experience Podcast\u201d to help you dig even deeper into the best ways to create and deliver a better customer experience. Learning how to provide a better customer experience will go a long way to strengthen your relationships with customers and keep them coming back.<\/p>\n

Listen to, subscribe, and rate\/review The Customer Experience Podcast on Apple Podcasts<\/a>, Spotify<\/a>, Stitcher<\/a>, or Google Podcasts, and find more episodes by clicking the icon below.<\/p>\n

\"The<\/p>\n","protected":false},"excerpt":{"rendered":"

Cultivating strong relationships is a surefire way to create loyal customers. If you don\u2019t focus on building relationships with your customers, they\u2019re more likely to go elsewhere. People want to feel valued! In order to keep your customers coming back, they need to know they matter to you. And to ensure that they do, you […]<\/p>\n","protected":false},"author":86,"featured_media":33213,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[40],"tags":[],"class_list":["post-33212","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-video-email-2"],"_links":{"self":[{"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/posts\/33212"}],"collection":[{"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/users\/86"}],"replies":[{"embeddable":true,"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/comments?post=33212"}],"version-history":[{"count":0,"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/posts\/33212\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/media\/33213"}],"wp:attachment":[{"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/media?parent=33212"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/categories?post=33212"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bombbomb.com\/wp-json\/wp\/v2\/tags?post=33212"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}