How to Connect With Your Customers

"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos How to CONNECT WITH YOUR CUSTOMERS The customer is always right. It's imperative for any business to know their customer inside and out so they OKI LET’S DO IT can build a long term relationship that encourages loyalty, and increases revenue. Get closer to customers 1) emotionality Demostrate respect * Put the customer at the forefront of everything you do * Listen, really listen EMOTIONALLY ENGAGED CUSTOMERS ARE: MONEY VALUE 300% 300% 44% 33% Less likely to shop around More likely to More likely to become Less price recommend you a repeat customer sensitive 3 PSYCHOLOGICAL TRIG ERS THA MATTER НА STOMERS BANGI- 81% OUTPERFORM Personal Touch TRIGGER Creating a memorable moment for customers often takes shape through some form of personal touch 81% of companies with great customer service outperform their competition TRIGGER 6TIMES MORE EXPENSIVE egradly Reciprocity is what motivates customers to send a tweet, share their experience with a friend or continue being a loyal customer to you Existing Customer New Customer Acquisition It is 6 times more expensive to acquire a new customer than it is to keep a current customer happy 90% WILL PAY MORE Being a VIP TRIGGER $ $ $ $ People are willing to spend more with your business if you give them a feeling of importance jiii 9 out of 10 consumers would pay more to ensure a superior customer experience WHAT HAPPENS WHEN THERE'S A DISCONNECT... 78% 86% ABANDON PURCHASE QUIT DOING BUSINESS $ $ 78% of customers bail on a transaction 86% of consumers quit doing business with because of a poor experience a company due to a poor service experience 80% 93% NEGATIVE TWEETS WANT FAST RESPONSES On Twitter, over 80% of customer service related tweets are negative 93% of customers expect a response within an hour > Zappos .com POWEREDbySERVICE How Zappos Connected With Their Customers * And What You Can Learn From t * They deliver happiness by focusing more on the 365 They offer a 365 day return policy experience than the product The customer is always right, even when they are wrong Surprise gifts such as free next day air shipping QUICKSPROUT SOURCES: http://blog.bufferapp.com/customer-service-happy-customers-good-business http://www.communicoltd.com/pages/1076_four_key_strategies_for_building_emotionalconnections_with_your_customers.cfm http://www.businessinsider.com/zappos-customer-service-crm-2012-1?IR=T http://www.cpcstrategy.com/blog/2011/12/50-good-customer-service-strategies/ Ba: Ba: Ba: Ba: