Simple ways to connect with your customers

• Survey the troops. Surveys are another valuable tool you can use to engage and connect with customers. Surveys allow businesses to learn what’s working and what’s not working with regard to pleasing their customers, and customers will appreciate that you value their feedback and want to know how you can make their experiences more enjoyable. Surveys can be administered in person when customers visit your store. In such instances, ask customers to return the surveys on their next visit. Surveys also can be administered via email or social media platforms. When designing the surveys, include a section for comments where customers can include any suggestions or concerns they did not have a chance to address when completing the original survey.

• Promptly respond to emails and other feedback. Customers willing to take the time to email a business to share their experiences or provide feedback, be it positive or negative, appreciate when those businesses respond in a timely fashion. A timely response to such feedback indicates that your business values its customers and their input. When responding to negative feedback, investigate any incidents or problems before responding so you are in a better position to address the customer’s concerns.

• Make it personal. Whenever possible, personally respond to new customers to thank them for their business and encourage them to return. As valuable as online customer surveys can be to your business, responding personally to survey participants, customers or others who provide feedback, be it through a personal card or note sent via the mail or a personal message sent through social media, is a great way to foster a lasting and positive relationship with clients and customers, many of whom will likely spread the word about your thoughtful gesture to friends and family members. CB14A613