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8 Ways to Create Emotional Bonds with Your Customers
| Posted on November 3, 2016 at 2:25 PM |
 People simply are not subject to the rigorous
laws of logic or measurable with the precision that data-driven marketers would
like. In fact, most purchase decisions
are made emotionally, and then justified, rather than the other way
around. That means it’s critical for
organizations to create customer relationships through emotional bonds. Here are eight ways your organization can help
create emotional bonds that build deep customer relationships: 1. Brand: You
need to start with a strong brand identity that your customers can identify
with. Your brand must not only
communicate a message, but also inform, motivate and deliver as promised. The better your brand is at keeping its
promises, the better your brand is at being trusted. 2. Learning Relationships: Organizations that implement learning
relationships are better able to understand and anticipate a customer’s unique
needs. Learning organizations understand
that great customer experiences start with listening to the customer to learn
instead of talking to the customer to sell.
Customers in a learning relationship experience a heightened sense of
vendor awareness and are more likely to be loyal because their vendor
understands their needs. 3. Use technology to connect in positive and
collaborative ways: Customer connections
that engender loyalty deliver a seamless experience across channels and touch points
while demonstrating integrity and interest. 4. Empower: Ensure
high quality customer interactions that demonstrate a caring attitude by
empowering your employees to resolve problems.
If you want your people to act like it’s their business, make it their
business. Empowerment leads to never
losing a customer over a stupid rule. 5. Great Service:
Almost every customer has a service support need at some point. Use support incidents as an opportunity to
solidify relationships. Providing
excellent service and quick resolution can build customer trust. 6. One view of the company: Despite the desires of corporate managers,
the customer ultimately controls the relationship. If the customer is in control, don’t they
need a 360 degree view of the company?
Great customer experiences start when you make it easy for the customer
to do business across your entire organization. 7. Layers:
Customers have layers, and relationship layers are built on trust and
dialog over time. Customer loyalty
requires the care and commitment to take the time, invest the money, and have
the patience to grow the relationship. 8. Dynamic real-time processes: Building relationships takes time; however,
instant gratification has been a feature of our everyday lives for a long
time. Give your customers their rewards
now, and keep your promises on time. |
Categories: Customer Experience, Leadership
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