Customers want you to make them feel seen. They want to know that you really understand their needs. But how can you do that? What processes work?
That’s where this post can help. We look at some of the methods you can use to infuse personalization and emotion into your conversion processes so that prospects feel more confident buying from you.
Table of Contents
Personalize Their Experience
The first step, as always, is sales personalization. You want to make them feel like you understand their requirements directly instead of treating them like the “average” customer.
For instance, you’ll want to tailor your messaging to their preferences. Little things can make a big difference here, as they will think you are talking to them directly.
You also want to avoid falling into the trap of speaking to your “buyer persona” all the time. This concept is useful for general public marketing efforts, but it doesn’t make much sense to use it to understand a specific customer. Everyone is unique.
Actively Listen To Feedback
You’ll also want to actively listen to feedback, another high-value skill. Being able to respond to customers’ thoughts makes them feel like you really care about what they do or say.
For example, you could ask your customers to review your products/services and then respond to their reviews with changes to what you offer. The best companies do this all the time. Listening to feedback allows them to refine their work and do a better job in the future instead of continuing without really knowing.
Actively listening also plays a critical role. It reminds customers that you’re not just there to make money and process them, but that you actually care about what they want. Even paying lip service to their requirements can sometimes go a long way (even if you know you can’t really meet them). Simply “umming” and “ahhing” can make a huge difference in how they perceive you.
Ask For Their Opinions
Another clever tactic to make customers feel seen is to ask them for their opinions. Most businesses won’t do this directly, so if you can, this will stand out.
The best place to do this is when you are selling professional services. Clients will often come into the relationship with preconceived notions about what you should be doing for them. Listening to these opinions lets you incorporate them and meet expectations while providing gentle corrections when necessary.
Asking for their opinions also gives customers a voice and makes them feel like they matter. Most companies won’t both with this, so it’s a form of competitive advantage.
Respond Promptly To Complaints And Questions
You also want to respond promptly to customers’ questions and complaints. Dealing with these quickly again makes them feel like you are listening to them.
When a customer feels the need to complain, there are usually strong emotions behind it. Sometimes, something has happened that makes them feel like your company isn’t serving them or doesn’t respect them.
As such, when you respond promptly, it can make a significant difference. They feel like you are listening, that you care and that you are able to do something about their complaint. Many times, it can actually lead to a better overall relationship with customers, since they learn to trust you more and realize that they can lean on you if necessary.
Show Gratitude
At the same time, you also want to show gratitude to make your customers feel seen. Telling them that you appreciate them is free and something you can do at any time.
When you show gratitude, you may be driving sales. Customers who see that companies are grateful for them shopping with them feel like they have a voice while building a connection.
Celebrate Milestones
If your customers reach milestones, then celebrating them with them can be another excellent way to make them feel seen. These can be personal milestones, like their birthday, or service-related milestones, like achieving a certain level of proficiency.
When you celebrate like this, you reduce the feeling of separation most customers have from the companies serving them. It makes them feel more like a part of the team and less like an add-on.
Offer Perks
Finally, you can make customers feel seen by offering them unexpected perks. Giving them something they wouldn’t usually get from your rivals can be a powerful incentive.
For example, you could offer a discount or a freebie. You could also provide VIP area access to them so they can see behind the scenes at your brand.
