The word connect originates from a Latin word connexio meaning “binding together”. Connection with customers means the ability of a company to establish linkage with a broad segment of their customers in such a way that the customers will individually perceive the desire for recognition, care and service excellence through diverse and visible efforts of the company.
Below are 3 Key principles means that will help organizations and individuals build a strong connection between them and their customers:
- 1. Have a well-articulated and defined company-customer connection policy. Do you have a well-crafted document that defines rules, beliefs, guidelines and processes that governs connection building activities with customers? If your answer is no, now is the time to develop one.
- Build strong social relationships with customers and sustain this on long term basis. Every organization must be deliberate in searching for and discovering the social networks where their customers have strong presence. The firms should move into the space, meet with the customers and socially engage them at their own terms. A company builds social relationships with customers by developing continuous level of engagements in order to connect with their identified audience to create partnership, resolve issues and enlist their commitment/loyalty in their service/product schemes.
- Promote both physical and psychological linkage programs with customers. The company must create platforms where they meet with customers periodically to identify their physical and psychological connections to its products and services. These platforms will promote a feeling of understanding and ease of communication between two or more people and company representatives.