Brands and companies were able to make both physical and emotional connections and communications with their customers, before online exchanges and transactions became popular. This helped to create extreme brand loyalty, repeat purchases and other unmeasurable value for the company. Nowadays, most brands turn to social media to create such customer engagement as an alternative for never having an actual physical communication with a customer.
Although some brands are able to market and engage their customers online extremely well, not everyone has been so lucky. So how do we stand out over our competitors? There are a few ways in Digital Marketing where small businesses can drive better leads and exchanges by building stronger customer relationships online.
Take Surveys to Review Your Customer’s Opinions
Meeting the customer’s exact requirement is the ideal situation for any business to make sales,build trust and increase recurrent customers. But how exactly do you figure out what your customers’ needs and requirements are? The answer is to survey. Before marketers went online, market research was conducted by feedback forms. The whole, “How much do you agree with this statement?” question –they used to get insight from the customers.
Nowadays, customer surveys and feedback can be done through email, through social media channels or on the website. SurveyMonkey is a survey platform that allows you to send targeted surveys to customers through email and social media networks. Qualoroo is another way to get valuable perception from your customers after landing on your site.
Keep Communicating Through Emails
Making an email list is perhaps one of the most important ways for a company to stay connected with their customers, create affinity and generate revenue – unless you come across as a spammer. If every email that you send out is for sales, then you’re doing a big mistake. Emails should provide valued content for the consumer to share. When you provide a content that discourses the necessity and offers a solution to the customer’s problem then only you can make bond and foster the digital relationship that your company needs to be triumphant.
[Also Read : 5 Strategies to boost your sales with Email Marketing]
Real Time Video Chat for Customer Support
It’s obvious that the way of doing business has been changed nowadays and one of the funniest sayings today is, “It’s nice to finally put a face to that voice.” The precision of that phrase is amazing because it actually is quite nice to meet someone in person to help build rapport and form a better working relationship. Real time video chat, or video calling, is the closest way to create a “physical” connection with online customers.
Video calling is the hottest opportunity for companies who want to build better connections with their online users. Amazon introduced their “Mayday Button”, late last year, which allows a user to contact with a customer support representative through video calls. This is the first time for an online consumer to be able to communicate directly with a company in such a revolutionary way and at such a scale. Today, Amazon claims that a user can live video chat with a customer support representative in less than ten seconds. That surely beats the waiting on the phone and getting bored to listen such wretched music while on hold.It is also testified that 75% of all customer contact Amazon Fire HDX now come via the Mayday Button. So you can see, embracing such a technology is evident.
Rewarding Your Best Customers
We all love to be liked.Therefore,conceding your most loyal customers is possibly the best way to continue to strengthen your relationship with the customer. Do it in front of others though so that advocates for you. We all know that 20% of your customers make up 80% of your sales. According to Entrepreneur.com, in a global management consulting firm Bain and Co., a 5% increase in retention produces 25% – 100%profit increases. And on average, recurring customers spend 67% more than new customers.
Whether you’re using gamification, running contests and giving away free prizes or simply saying thanks there are many more ways to express that you care for your loyal customers.
With our society turning to digital communication, building strong relationships with your customers isn’t easy. Amazon’s CEO, Jeff Bezos, said “All businesses need to be young forever. If your customer base ages with you, you’re Woolworth’s”. The message means it is vital to stay adaptive to your business environment and the ever shifting business scenario. Doing online business is trending now and building quality relationships with your online customers is not only a great Digital Marketing strategy, but it’s a necessity.