Getting Personal With Customers

Beyond Incentives: 3 Ways of Getting Personal With Your Customers

Getting Personal With Customers: The power of human connection is undeniably strong. From the moment we are thrown into this world, we are constantly seeking out connection from those around us – it is vastly important in how we perceive ourselves and our world.

Matthew Lieberman, scientist and author of Social, explains to Scientific American the need to connect is as strong as our need for the basic necessities. “Across many studies of mammals, from the smallest rodents all the way to us humans, the data suggests that we are profoundly shaped by our social environment and that we suffer greatly when our social bonds are threatened or severed,” Lieberman said.

Not that they need to be your best friends, but customers appreciate a genuine connection with the companies they choose to do business. Getting personal with customers is essential to creating a business that people want to return to over and over again.

Here are 3 ways you can connect with your customers in a meaningful way.

Personalization leads to increased revenue: This is the big win for the company willing to make an effort to personalize the customer’s experience.

Forty percent of U.S. consumers say they have purchased something more expensive than they planned to because of personalized service.


Personalization leads to loyalty: This is the “Holy Grail” of personalization.

Forty-four percent of consumers say they will likely repeat after a personalized shopping experience.


1: Step away from the tech.

Your head is not a laptop. Your brain is not your email. Neither is your customers’. If you can, try to have face time with your customers. Maybe this isn’t traditional facetime like in the old days, but maybe you do a live webinar or a Zoom call. You can use this time to discuss customer issues, introduce new products or policies and get customer feedback on it all.

2: Get to know-know your customers.

Treat your customers like they’re old friends. Try to remember their names and a couple of facts about them. Ask them about their lives and connect with them beyond the status of customer. People really respond to and have positive feelings for businesses that treat them like old pals.

3: Share a piece of yourself.

Just because they are your customers doesn’t mean that is all there has to be to the relationship. Allow yourself to share information your customers might find relatable without getting too personal. They don’t want to hear about how you ate a Cheeto from the floor and it wasn’t even your Cheeto. Actually – just keep that one inside, mmkay. Run your own social media accounts and actively respond.

If you want to really connect with your customers beyond your product, getting personal is a meaningful way to keep your customers close. Incentives are one way to show your customers appreciation and do help with retention rates, however, getting personal with your customers creates an ultra memorable experience. It’s all about human connection.

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