Go the extra mile to connect with your customer

Do you know there are several ways of connecting closely with your customers? First you have to go an extra mile for them. Get the customer service number from any one of your favorite companies and give them a call.

What happens next? Assuming you get through in the next hour, it’s most likely picked up by somebody reading directly from a script.

Everybody knows that you should “engage customers. ”You can’t read a social media blog post without seeing it mentioned somewhere. But we seldom talk about “why” or “how. ”It’s not enough to know just the demographics of your customers. Age and location data doesn’t tell you what you really need to know. Instead, you need to know your customers on a personal level so that you know what they want, why they buy, and why they don’t buy. Otherwise, you have only a superficial understanding of your customers.

I see this all the time when working with companies. Nobody’s buying, and the business can’t figure out why. However, it’s obvious when you see that their messaging is off, and people aren’t engaging with their campaigns. Nobody cares. Why? Because the company doesn’t understand their own business well enough yet. If you fix that root cause, it can create a domino effect that realigns all of the other issues.

10 replies
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