A fulfilling customer relationship means knowing what your customers care about, how and when to interact with them.
Now that you have had the chance to take care of your primary relationships, it might be a good idea to spend some time on the day after Valentine’s to ponder your second-most important relationships, those you have with your customers. Here is some relationship advice from our column, “Ask JedAI”.
My customers and I have had a great relationship. They used to love buying my products, posing with them in photos and posting them on Instagram, telling all their friends how much they loved their new product. But lately they stopped responding to my emails. Some of them have even unsubscribed. There were even some negative reviews about our newest release. Last month we had a big sale and few of them showed up…I suspect that they started visiting my toughest competitors. The spark has gone from the relationship. Please tell me: What went wrong?
I used to really like buying from Company A. They had a cool app, free membership and a very fun shopping experience. But lately, I feel that they have become pushy, always trying to get me to buy things when I am not sure I’m ready. And I am getting a really creepy feeling that they are following me around and watching me. I find myself looking at advertisements for other companies and I am thinking of moving on. Should I make a clean break and uninstall or just stop using their app until they get the message?
What’s important is how they make you feel. Do they see you as a person, or as a UserID? Are they interested in how your day was or do they just talk about what they want to offer you? Do they know when to approach you or do they invade your space with messages at inconvenient times? Personalized relationships should feel mutually beneficial; there is no reason for you to welcome them into your phone if they have no intention of making an effort to get to know the real you, not your online persona.
Are they patient with you? Are they willing to give you maximum value regardless of how often you buy or which data you are willing to share? How comfortable do they make you feel? If you feel pressured into granting them permissions or subscribing to things you’re not comfortable with, this is the time to say “No, thanks”. Luckily for you, there are plenty of other apps in the app store and I am sure you will find one that will make you feel special by saying the right things, at the right time, while respecting your right to privacy. I hope you find the app that’s right for you!
So you see, apart from the scale, customer relationships are pretty similar to personal ones. And similarly, it makes sense to invest more in the relationships that you’ve already established than to be fixated on adding new ones. Personalized engagement can ensure the ultimate customer experience, resulting in a higher brand loyalty and ultimately a greater ROI. The alternative is an “acquire, churn, and burn” cycle that will cost you a lot.
With Anagog’s Mobile Engagement Platform, you can Micro-Target audiences for a highly personalized touch and select moments of delight for each individual customer, so you can create true engagement, even if it will not generate direct revenue for you. Your customers will feel that you care about them personally, and you will win their trust by providing them with the ultimate privacy protection of “all on the device” technology – their private data stays private and local.
Want to join us in making relationships last? Want to learn more about how you can do it with your customers? Reach out to us below.