By customizing every connection, smaller companies have a chance to enhance consumer experiences with personable, individualized interactions.
Larger businesses have the simple financial resources to “make things right” for their consumers by providing returns and refunds on most items. And they have the staff to do so easily. What they can’t do as easily is be personable.
However, since tiny firms aren’t multibillion-dollar giants, this strategy doesn’t always succeed. Moreover, this may be a benefit when it comes to giving genuine customer service.
Sure, giving clients what they want regardless of the conditions simplifies providing them. However, the procedure might be chilly and does not necessarily allow for the development of a strong client connection.
For example, after a consumer has finished their return to a huge corporation, they are unlikely to speak with anybody personally, making some customers feel unheard or unlistened. They don’t feel that they are any closer to the firm.
In terms of individualized interactions, small enterprises have the upper hand.
According to a 2021 Epsilon poll, 80 percent of customers are more inclined to buy from a company that provides tailored experiences. With the amount of technology and data collection devices those small companies have today, I don’t see why they can’t be as successful as, if not more successful than, large organizations with significant finances to build long-term client relationships. Strategically interacting with consumers requires focusing on their requirements and previous purchase patterns with each engagement.
Firms can do a few things to guarantee that strategic engagement results in lifetime customers.
1. Make your brand and voice personable and consistent.
Decide on what you want your company to be recognized for and stick to it.
Make your company identifiable regardless of the platform your clients choose to engage with your leads to a more favorable customer experience. This begins with the personality of your brand.
Consider something as basic as how you welcome your clients. Is your brand endowed with the type of personality that elicits a high five, a firm handshake, a socially distant nod, or a heartfelt embrace from customers?
Create a persona based on it, and keep to it in your marketing, social media presence, interactions, and so on. People will begin to remember it.
2. Embrace participation on social media.
Increase your presence on social media. Use this rule of thumb; no matter how much you already do on social media. You. Must. Do. More.
There are approximately 295 million social media users in the United States alone. Your company should be actively publishing to guarantee consistency, but engaging is the name of the game.
Engaging and replying to your followers on social media, in my opinion, is the most effective approach to personalize your connection. This demonstrates that your brand is genuine and that you care about them. Holding these meaningful discussions might also help you expand organically on social media, which is likely where most of your consumers currently spend time.
3. Make it possible for consumers to contact you on their terms.
Many clients prefer to text companies instead of calling them.
As a result, make sure you’re textable for your consumers. Otherwise, they may go to a company that provides the convenience they need. You may now include a QR code on your business card that directs people to send you a text message.
Alternative message possibilities are also available. Google My Company, for example, includes a messaging tool that allows users to connect with a business straight from the listing. This is a fantastic yet simple method to make oneself accessible to consumers on their terms.
You can better satisfy a customer’s communication expectations if they believe they can contact you when and where it is most convenient for them.
4. Being personable means making use of your data.
Too many firms collect data and then abandon it. Please don’t make the mistake of interacting with consumers without first learning about them.
Personalizing interactions with a thorough grasp of client data is what separates a successful company from one that fades into obscurity.
For example, suppose you have two Bob Johnson clients. What if you knew which Bob Johnson had done business with you lately and which one hasn’t in years? That would have a significant impact on the messages you communicate. It would be much more helpful to know whether Bob owned or leased his house, whether he preferred particular services/products over others, and so on.
5. Do something unique and memorable.
Have you ever received a gift that stuck out among the rest?
Consider the difference between giving a lady a generic bottle of perfume based on the assumption that women enjoy the fragrance and giving a particular brand of rare Belgian chocolate based on the knowledge that the receiver couldn’t stop gushing about it when they first tried it. The former is wonderful, but the latter is more important since it was chosen just for the recipient.
Consider utilizing the information from No. 4 to make this process simpler for you as a company owner. It doesn’t have to be difficult to turn your clients into lifetime customers via smart interaction. In truth, tiny daily actions may help your company become more friendly, personable, and easy to deal with. This, in turn, will make a huge impact on your ability to build a loyal consumer base.
