Sometimes, using any form of automated communications with our customers seems like a really good idea but it isn’t always. Our customers are savvy and very knowledgeable about automated responses. Sometimes it doesn’t pay to cut corners just to save a little time.
Today’s customer is looking for a relationship with the people who run the businesses they frequent. They want to be treated like a valued person, not some nameless cipher on a bottom line.
Today’s customer is savvy, knows they are in control and holds the purchasing power that can make or break a business. There are ways around that, of course, but that’s a story for another day.
Automation works when it is meant to deliver information but not for relationship building. That needs to be done one on one. So how can you do both?
By letting your customers control the automation you let them have access to the information delivered automatically. You post regularly to educate and they will ask to get it automatically in a preferred format.RSS feeds are a good example of this. The client can register to receive the blog information in a preferred format delivered automatically to a place they designate.
Your customers will appreciate your efforts. The law of reciprocity dictates that they return favour. And they will. Trust them.
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