Connect with your customers on their terms

Last night I had a fun (and lengthy) text conversation with one of my nieces. She’s in college and 5 hours away so we don’t see her as much as we’d like. And being a busy college kid, phone conversations with her are not very common.

In fact, our “kids” (12 nieces and nephews) are the primary reason my wife and I both upgraded our cell phones and plans to make it easier (and affordable) to do a lot of texting. Other than live visits, text message conversations are the most common way we can stay in touch with them.

We do this because they’re important to us. We want them in our lives. So we connect with them in ways that work for them. We meet them where they are, not where we want them to be.

Are your customers important enough for you to meet them where they are? How might you do this better than you are now?

Other articles you might like:

• Forget Who Your Customers Are. Focus on What They Want.
• For More Success Break Your Routines and Traditions
• Amazing Service visitors have a voice
• Is Retail Customer-Focused?
• Six Steps to More Loyal Customers