Image by: Super Bowl 50
By Sally Sorg
Interacting with your customers is one of the best things you can do for your business. Keeping them informed and interested in your products or services is how you remain relevant in the industry. And actually, without customers you probably wouldn’t be where you are today. That being said, overwhelming them with emails and notifications day after day is not the way to do it. It may work for Amazon, but let’s be honest, they’re in a league of their own. Creating a relationship with your customers is the first step to success. Once you’ve got them hooked, then you can determine what ways work best for keeping them engaged.
#1) Bring the Conversation to Them
At this moment in time, social networks are where most people are getting their information, learning about new products or services and keeping up with industry happenings. So why not bring your business to them? Using groups within Facebook or LinkedIn gives you and your customers a platform to discuss. You set the topic, whether it be related industry news or reviewing a product or service you offer, then let them go. People love to talk about themselves, so if you open the door for discussion, they will discuss. And when it comes to a topic they can relate to, it makes them feel like their part of something special.
#2) Personalize Their Experience
Another great way to connect with your consumers is to create one-on-one conversations. You can do this through live chats or even video conferencing. This provides a personalized experience where they can speak freely about a topic without the fear of someone else butting in. Offering this service is just another way to show your customers that they are your number one priority and that you actually appreciate what they think about your business.
#3) Create Some Exclusivity
Everyone likes to feel like they are a part of something, so provide that for your customers. Create an exclusive membership that offers content that the general public doesn’t have access to. You don’t have to charge them for it, but create a way for them to login to access it. This will make them feel like what you’re sharing with them is special only to a certain few. You could even consider offering a discount for members so there is some benefit to signing up.
#4) Respond to Their Comments/Questions
One of the biggest mistakes businesses make online is not being responsive to customer’s questions or concerns. If your website or blog has an option for people to leave comments, make sure you’re checking those on a daily basis. You never want a question to go unanswered. If a customer took the time to ask, it means they’re interested, so don’t leave them hanging. And if someone leaves a comment about how great they think your products or services are, then show them some love. Thank them for their comment and maybe open the floor to more conversation about related products they may be interested in but not know about.
#5) Thank Them For Your Success
You always want to celebrate your success with your customers because odds are they are the reason why you’re so successful in the first place. If your company received a special award or just hit 10,000 likes on Facebook, celebrate with them. Make sure they know that you know it was all because of them. People love to feel appreciated and if they get that from your company, the more likely they are to not only stay loyal customers, but also share the love with other people.
Customers are the backbone of your success, so focusing on ways to interact with them online is the best thing you can do for your business. Luckily, there are many different platforms available for companies to explore. It’s just finding the right one that works best for your audience and then experimenting with different ways to engage them.
What other ways have you tried interacting with your customers online? Were they successful? Let us know in the comments section below and don’t forget to share this with your friends and family.