Mistakes are overlooked when your customers have a connection with you.
Have you ever purchased from a friend, experienced friction with the product, but continued to support the brand anyway because, well….….that’s your homie?
This was me yesterday with software.
But because the creator is a friend who I know will take the issue seriously and look into it...
I’ll continue to support them vs. canceling my subscription and going with a competitor.
When consumers feel like they’re buying from a friend and confident their issues are of utmost importance to you —
They’ll be heaps more forgiving of mistakes and remain loyal to your brand.
A few ways to strengthen relationships with your customers:
>> Inject personality and empathy into your communication
>> Conduct surveys to discover consumer needs so you can then 👇🏽
>> Segment your audience accordingly and deliver personalized solutions
>> Surprise and delight with unexpected gestures
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