{"id":5343,"date":"2021-05-07T14:19:39","date_gmt":"2021-05-07T21:19:39","guid":{"rendered":"http:\/\/www.numberbarn.com\/blog\/?p=5343"},"modified":"2025-12-23T18:38:27","modified_gmt":"2025-12-24T02:38:27","slug":"3-ways-to-connect-with-your-customers","status":"publish","type":"post","link":"https:\/\/www.numberbarn.com\/blog\/3-ways-to-connect-with-your-customers\/","title":{"rendered":"3 Practical Ways to Connect With Your Customers"},"content":{"rendered":"\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to Create Meaningful Connections With Your Customers\" width=\"952\" height=\"536\" src=\"https:\/\/www.youtube.com\/embed\/cLMGw2ZQSvw?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>I was first introduced to the concept of making meaningful connections with customers several years ago while attending a webinar hosted by the customer support leaders at Zappos. Zappos, of course, is the company that the late Tony Hsieh made famous for being <a href=\"https:\/\/www.zappos.com\/about\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>a service company that just so happens to sell shoes<\/em>.<\/a><\/p>\n\n\n\n<p>The idea of connecting with customers was life-changing for me as a customer service professional and leader. And I love that we\u2019ve made it a critical part of our mission statement at NumberBarn:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>We believe behind every telephone number there\u2019s a beautiful idea, opportunity, or person. We strive to create those meaningful connections every day.<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>But I\u2019ve realized that the idea of connecting with customers doesn&#8217;t make a difference without intentionality. The idea is relegated to something that makes us feel good, but rarely results in enhanced customer experience<\/p>\n\n\n\n<p>In this post, I\u2019m going to get practical \u2014 <em>really, really practical<\/em> \u2014 about how we connect with our customers. Not just once, but again and again, day in and day out. Let\u2019s dive into three very practical ways we strive to meaningfully connect with our customers at NumberBarn.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. Use canned responses (<em>the right way<\/em>) to connect with customers<\/h2>\n\n\n\n<p>I know. I realize that I lost most of you with the mere mention of a canned response. You may also know them as scripts, templates or macros.<\/p>\n\n\n\n<p>Regardless of what we call them, we\u2019ve all had those impersonal experiences with different customer service teams. We expect to interact with human beings, but instead, we receive worthless information copy-and-pasted by <s>robots<\/s> the legal department. Heck, we\u2019re lucky if they remembered to replace [Insert Customer Name Here] with your actual name.<\/p>\n\n\n\n<p>To make it very clear, that\u2019s the WRONG way to use a canned response. That behavior should be abolished if your desire is to meaningfully connect with customers. Instead, it\u2019s time to recognize that these canned responses are tools to make your customer support team better. Here are a couple of key purposes they serve:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Save time for the customer support team by eliminating the need to type out the same, repetitive explanation over and over again.<\/li>\n\n\n\n<li>Ensure you\u2019re conveying consistently correct and thorough information to customers every time.<\/li>\n<\/ul>\n\n\n\n<p>When it comes to connecting with our customers, this gets us part of the way there. We must then select an appropriate canned response and tailor it to address ALL the customer\u2019s issues. It\u2019s then important to personalize it to assure the customer that a human, not a robot, sent the response. I spend more time on the topic of macros <a href=\"https:\/\/customerthink.com\/macros-are-an-essential-contact-center-tool-if-used-correctly-heres-how\/\" target=\"_blank\" rel=\"noreferrer noopener\">on CustomerThink<\/a> if you\u2019d like to dig a bit deeper.<\/p>\n\n\n\n<p>And this leads us to the second way to meaningfully connect with customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. Train your customer support team to recognize the personal cues to connect with customers<\/h2>\n\n\n\n<p>Especially in cases where canned responses are heavily practiced, customer support agents need to be trained in their use. Canned responses might make sending out those technical, multi-step explanations easier, but that doesn\u2019t make supporting customers easier.<\/p>\n\n\n\n<p>In our training, we must focus on infusing the human element into every customer interaction.<\/p>\n\n\n\n<p>Customers often (not always) drop personal cues in their messages. Our ability to recognize those and tailor our responses can make a difference. There are times we experience sad, upset or frustrated customers and we need to take time to respond with empathy. In other cases, they\u2019re excited or up to something cool and we can acknowledge everything that\u2019s good about that.<\/p>\n\n\n\n<p>Let me give you a couple of examples from the world of NumberBarn to help you better understand what I\u2019m talking about.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Connecting with customers traveling abroad<\/h3>\n\n\n\n<p>It\u2019s not uncommon for a customer to port their US or Canada phone number to NumberBarn while they <a href=\"https:\/\/www.numberbarn.com\/blog\/traveling-abroad\/\" target=\"_blank\" rel=\"noreferrer noopener\">live abroad<\/a>.<\/p>\n\n\n\n<p>For a few dollars per month, they can<a href=\"https:\/\/www.numberbarn.com\/call-forwarding\"> <\/a>keep their number, continue to receive text messages, and <a href=\"https:\/\/www.numberbarn.com\/call-forwarding\" target=\"_blank\" rel=\"noreferrer noopener\">forward calls<\/a> to an international destination. By canceling that wireless plan they won\u2019t be using, they stand to save a good amount of money monthly.<\/p>\n\n\n\n<p>When these customers contact us, they can expect that we\u2019ll help them port their number and inform them of the cost of international call forwarding. But the customer can also expect that we\u2019ll wish them a safe and healthy voyage to their destination.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Connecting with customers with a new, pet-focused business<\/h3>\n\n\n\n<p>We love helping customers find the perfect telephone number for their business, especially after our <a href=\"https:\/\/www.numberbarn.com\/blog\/vanity-number-study\/\" target=\"_blank\" rel=\"noreferrer noopener\">recent Vanity Number Study<\/a> revealed that nearly <em>85% of people are likely to remember a vanity number after seeing or hearing it in an advertisement.<\/em><\/p>\n\n\n\n<p>Speaking of businesses that serve pets, just go try entering \u201cWOOF\u201d or \u201cMEOW\u201d or \u201cOINK\u201d (our personal fav) on our <a href=\"https:\/\/www.numberbarn.com\/search\" target=\"_blank\" rel=\"noreferrer noopener\">number search page<\/a>. You\u2019ll see that we have thousands of catchy, reasonably priced options to choose from. And you can expect that our team will help guide you to the perfect number. But, recognizing that you love pets, they might ask you a bit about your business or even want to hear more about your dog, cat, or pig.&nbsp;<\/p>\n\n\n\n<p>Those are the sorts of connections we\u2019re looking for: Humans connecting with other humans. So how do we make sure we don\u2019t miss these cues? That\u2019s where the third recommendation comes in.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. Coach your customer support staff with consistent quality assurance<\/h2>\n\n\n\n<p>If the mention of canned responses didn\u2019t evoke a negative reaction for you, there\u2019s a good chance that quality assurance (QA) will. For anyone who\u2019s worked in a contact center, they know QA to be a process of evaluating customer interactions according to a checklist. Agents succeed or fail based on their ability to complete all of the items on the list and rarely does this translate to a great experience for a customer.<\/p>\n\n\n\n<p>Without going into too much detail, here are the steps to ensuring that your QA efforts boost customer connection:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Define what connecting with customers looks and sounds like<\/h3>\n\n\n\n<p>Take the time to clearly define the measurable actions and behaviors required to connect with a customer, along with the other keys to successful customer interactions.<\/p>\n\n\n\n<p>These could be simple behaviors like greeting the customer, thanking them for their business, acknowledging and empathizing with their issue, and responding to personal cues. There will likely be other items required during customer interactions but that\u2019s for another post.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Communicate this to your customer support team<\/h3>\n\n\n\n<p>Now that you\u2019ve set a standard for the quality of your customer interactions, communicate that to your team. In my experience, most employees <em>want <\/em>to do a good job but may not fully understand what\u2019s expected of them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Regularly check customer interactions<\/h3>\n\n\n\n<p>The act of regularly reviewing customer interactions is the real work of QA. Assess based on your preset criteria and then take the time to review the interactions with agents. Be sure to reinforce what they did well and make sure they clearly understand how and where they can improve.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Continuously improve the process<\/h3>\n\n\n\n<p>You should be seeing improved customer connection and this should result in improvement to some of your key metrics like customer satisfaction, first contact resolution, and others. If that\u2019s not happening, it might be time to adjust your criteria until you\u2019re pinpointing the right behaviors.<\/p>\n\n\n\n<p>Can you see how we have moved away from those feel-good experiences I spoke of earlier? Our aim is instead to systematically and consistently make meaningful connections with our customers every time we interact with them.&nbsp;<\/p>\n\n\n\n<p>Think about your last five interactions with customer service folks (not including NumberBarn) and I\u2019m guessing that most experiences weren\u2019t terribly memorable. In fact, some companies set the bar really low.<\/p>\n\n\n\n<p>Customer service and experience expert, <a href=\"https:\/\/hyken.com\/customer-service-3\/secret-amazing-customer-service-better-average\/\" target=\"_blank\" rel=\"noreferrer noopener\">Shep Hyken sums this up so well<\/a> when he says, \u201cYou don\u2019t have to \u2018Wow!\u2019 The customer all of the time. You simply have to be better than average \u2014 all of the time.\u201d Consistently connecting with customers over time can make a HUGE difference.<\/p>\n\n\n\n<p>As I conclude, we love to talk about phone numbers here at NumberBarn, but we also LOVE to talk about customer service and customer experience \u2014 especially when it means that we\u2019re helping <em>our<\/em> customers make meaningful connections with <em>their <\/em>customers. Leave us a comment or feel free to <a href=\"https:\/\/www.numberbarn.com\/contact\" target=\"_blank\" rel=\"noreferrer noopener\">contact our customer support team<\/a> and send a note to my attention. I\u2019d love to chat more about how we can help you and your business.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I was first introduced to the concept of making meaningful connections with customers several years ago while attending a webinar hosted by the customer support leaders at Zappos. Zappos, of course, is the company that the late Tony Hsieh made famous for being a service company that just so happens to sell shoes. The idea&#8230;<\/p>\n","protected":false},"author":9,"featured_media":5478,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[27],"tags":[32,29,28],"class_list":["post-5343","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service","tag-connecting-with-customers","tag-customer-experience","tag-customer-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>3 Ways to Connect With Your Customers - NumberBarn Blog<\/title>\n<meta name=\"description\" content=\"How do you do it successfully connect with customers? 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