Customer interaction might be the most important part of any business. How you interact with your customers – both face to face and online – sets the tone for your relationship with that customer. A good customer interaction might mean future business while a bad one, well, doesn’t lead to future interactions.
Online customer interactions might even be more important if you do most of your business online. But how do you develop relationships and meaningful customer interactions online?
Invest in the right technology.
Technology has come a long way. Not only can you sell your business online, but technology can now help you interact with your customers. Products like a great CPQ Cloud will help you develop meaningful interactions with your customers, as well as planning future interactions.
This technology not only lets you better interact with customers on an individual basis, but you can even craft them proposals that are unique to what they need. Having this kind of technology that can work on an individual level is great to give your business a better reputation and make a lasting impression on your customers.
Leave multiple windows of communication open
If you’re only available by phone Monday through Friday from the hours of 9 a.m. to 5 p.m., then you’re probably missing out on a slew of customers. Customers want to interact with businesses on their terms. If that means shooting your Facebook page a message at 3 a.m in the morning, then you better have a way to respond to them.
Chatbot technology has come a long way in recent years, and now it can be integrated with apps like Facebook messenger to reach even more potential customers. If you can’t personally manage all of the different messaging apps for your business, investing in chatbot technology is a great way to make sure new customers don’t feel ignored.
Don’t be afraid to get personable.
You’ll see a lot of older businesses be very strategic about their social media presence and interaction with customers. You’ll see the same responses copy and pasted from one person to the other. While a standard response is better than no response, you’ll make a much better impression on your customers by getting personable.
Think about brands like Wendy’s that aren’t afraid to take shots at competitors or get sassy from time to time. Their success is huge. Even if sassy tweets wouldn’t work well for your brand, don’t feel afraid to get personable in the one-on-one interactions with customers. Empathize with them and make them feel heard, and don’t be afraid to have some fun along the way.
At the end of the day, the way you interact with your customers is going to set the tone for future business. If you want to keep customers on a long-term basis, then consider new and innovative ways to interact with them.
by: Dennis Hung
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