With the ever-increasing development of online sales, customer expectations are rising all the time. For a salesperson, it’s becoming increasingly difficult to stand out from the crowd, whether the sale is made solely online or also in-store. If you want your customers to be satisfied and come back to you, there’s only one solution: create intimacy with the customer. But how do you create that intimacy? Follow our tips for maximum results.
1 – Turn the act of buying into a truly positive and memorable experience
Whatever your business sector, your customer journey needs to be thought through down to the last detail, both online and at physical points of sale. You’re not just selling a product, you’re selling an entire experience, and therefore also a service. For example, after the act of purchase, don’t hesitate to offer your customer free samples. But to know which samples will interest them, you need to know what your customer is looking for. Which brings us to our second point…
2 – Play the personalization card to create intimacy with the customer
With an online store, the advantage is that we learn a lot more about what our customer is looking for. We can find out which pages are visited, how much time is spent on these pages, which products are abandoned in the shopping baskets, and so on. So we have a wealth of information that can be used for post-purchase follow-up. This means you can personalize your message as much as possible, not only by communicating with your customers in a personal tone, but also by sending them targeted promotions or appropriate samples. But be careful not to overdo it if you don’t want expectations to get out of hand over time, or if you don’t want to make your customers feel uncomfortable. So personalize, but don’t overdo it.
3 – Earn your customers’ trust
With your customers, never forget that in just a few clicks they can turn to your competitors. If you want them to be loyal to you, do everything you can to earn their trust by building a win-win relationship. Think of the relationship of trust you’d establish in the B2B sector, and realize that you need to achieve the same standards of quality in a B2C relationship. For example, offer advice via your blog or newsletter, so that your customers can not only benefit from good deals, but also save money and consume better in general. Your customers expect maximum transparency, so do what you can to pass on as much information as possible. Whether you like it or not, information about your site, store or company will end up circulating on social networks, so lay your cards on the table, as this will have the advantage of creating intimacy with the customer. To create intimacy with the customer, we could again look at everything you can do on social networks or by email, between competitions, satisfaction surveys, hosting discussions positioning you as an expert in your field while bringing you closer to your customers, etc. Your entire branding strategy can be used in this way, but be careful to calculate the return on investment of tools and media that can sometimes be very time-consuming. What are your techniques for creating intimacy with customers?
