5 Tips on How to Enhance Customer Experience and Make Meaningful Connections

I am a Designer living in Woods Cross, Utah. In the past seventeen years I have designed for brands such as Pluralsight, Backcountry, Skullcandy, Competitive Cyclist & Jason's Deli. I have two little boys and have been married for the past 11 years to my beautiful wife Lindsey.

December 6 • 4 min read

5 Tips on How to Enhance Customer Experience and Make Meaningful Connections

The best businesses find ways to make every interaction with customers meaningful and memorable. They find ways to stand out from the competition in a positive way. When I was a child I used to go along with my Mother when she would drop off her products with her customers. The conversations could have been one simple: “Here is your stuff, have a great day!” However, my mother’s visits were seldom that brief and she would often be invited in where she and her clients would talk for sometimes hours at a time and not just about the product. Now I am not saying that you have to spend hours with every customer you have, but the impression that you leave matters. Project Broadcast allows you to keep that personal touch, but helps you to simplify your life through various automations.

Think of people as more than a lead

When you’re looking to build relationships with your customers, it’s important to think of them as more than just a lead. While leads are valuable—after all, every customer has potential to become a paying client—they’re just at the beginning of the sales process. They might have shown interest in what you have to offer, but they’re not yet committed. There may be plenty of people who are interested in what you have, but who never make the jump to actually buying anything from you. You want to focus on turning leads and potential customers into actual customers who have a positive experience with your brand. If you are always thinking of them as simply leads you will never be able to see them as the intricate complex people that they are.

Trust goes a long way

Trust is a foundation for virtually every good business relationship. It’s the basis for positive reviews, referrals, and repeat business. It’s also the foundation that allows you to build meaningful, long-lasting relationships with clients. Trust is something that can be earned over time, but you can start things off on the right foot by demonstrating that your business has the customer’s best interests in mind. This means keeping promises, being honest about everything from product features to pricing, and genuinely caring about your clients. For example, if you promise a certain level of service, make sure you are following through on those promises, too. Be honest about your products, and don’t try to oversell your products if they’re not something that all customers would benefit from. And lastly, show genuine appreciation for your clients. Show that you care about them and their experience with your brand. With Project Broadcast it’s easy to schedule a follow up message or even a message of appreciation for later so that you don’t forget this critical trust building step.

Personalize your audience’s experience

Customers are unique and deserve to have experiences that are customized to their needs. This means that you have to have a sincere interest in getting to know your customers and understanding what their experiences with your brand are like. This doesn’t necessarily mean that you should get to know every single one of your customers on a personal level. You don’t have the time or resources for that! What it does mean is that you have to have a sincere interest in getting to know your customers as individuals and what experiences they’re having with your brand. One of the best ways to do this is by tracking customer experiences and feedback. Listen to the feedback when your customers give it, take notes and by all means don’t take it personal. You may even choose to send regular messages seeking feedback to your customers in order to stay connected with their needs. Whether you agree or not with their perspective, it is important to understand how your customers experience your service. This will help you to personalize your customers’ experiences moving forward and make them feel appreciated and valued. Don’t forget to utilize Project Broadcast’s custom fields for your customers to ensure they receive truly personalized messaging.

Why connection matters

We’ve already talked about how important trust and a personalized experience are for a positive customer relationship, but what about connections? Why does connection matter in business? Connections are what make customers feel something real and genuine. It’s what allows them to feel a connection with your brand, which can lead to positive experiences, positive word of mouth, and more business for your company! Think about ways you can add more emotion to your business, like adding stories or photos that make your customers feel something when they see them. And think about ways you can connect with your customers.

Be genuine

Finally, remember that being genuine is the best way to create real connections with customers. Customers are very good at sniffing out inauthentic marketing. If you try too hard to be something you’re not, you risk losing the trust of your customers and damaging your brand. You should aim to be yourself when you engage with customers. Try to let your personality shine through when you post on social media, respond to customer inquiries, and otherwise interact with customers.