There is a lot of information about customer experience these days and for a good reason! Building positive connections with your customers can make a big difference to your business and your customer experience is key to this.
Conversely, poor customer experience can have serious repercussion and hurt your bottom line. Your customers are the essence of your business, so you need to maximize those connections.
When you continue to build good connections, you’re going to see some big benefits that can help in all areas of your business. Here are four big reasons to build connections with your customers.
The Experience is as Important as the Product/Service
In today’s world, it’s not enough to offer a good product or service, and the customer experience must be there as well. The voice of the customer is important, and 80% say the experience a company provides is as important as the product or service.
If you can’t offer the full package, then there will be a competitor who is, and they’re going to start eating into your customer base. However, if you’re building positive connections with these customers, then you can rely on their business for the future.
People Are More Likely to Speak Positively About Your Company
You often hear the saying “all press is good press,” but when it comes to your customers then the last thing you want is for them talking negatively about you. If you’re taking care of your customer experience, then this isn’t going to be the case though, and you’re much more likely to get people positively talking about your company.
Word of mouth is one of the best ways to expand your customer base, and the best thing about it is that it is free! If you can build connections with your customers in a positive and meaningful way, then they’re going to recommend you to others, and your business will only benefit from this.
Your Reputation is Directly Linked to Your Bottom Line
If you’re not making positive connections with your customers, then it’s more than likely they’re going to take their business elsewhere. On the other hand, if you create positive connections, then your customers are going to keep coming back to you, helping to drive your profits.
Word spreads quickly, and if you’re not offering the right customer experience, it will soon start to affect your sales.
Generating Leads is Expensive
Creating new leads through marketing is expensive. When you’ve got hundreds of customers who feel emotionally connected to your brand and can become brand advocates, they can help generate leads for free.
These are people you have already worked hard to turn into a customer, so why not go the extra mile by turning them into a regular customer. The more you connect with them, the more likely they are to spread a positive message about your business and convert other people into customers.
It’s a free form of advertising, and reward for doing a great job.