The first call comes from Company A. The representative for this company tells you that they’re running a promotion and you should act fast on buying. They quickly move on to explain where you can find the closest dealer. Then, they hang up.

This call was relatively fast. While the representative gave you some of the necessary information, the call lacked a personal touch. These types of calls, in particular, feel as though it could’ve been completed by an automated caller.

The second call comes from Company B. Their representative greets you with a cheerful introduction. After discussing the product, they take the time to ask you a couple of questions regarding your current situation. For example:

1. Which car do you currently have?
2. What do you like and don’t like about the model?
3. And how soon you’re looking to buy the new car?

The company employee also inquires about where you plan on taking the car in the years to come. After a brief conversation about your favorite road trip destinations, you exchange contact information with the employee. Once the right information is gathered, the rep then tells you where you can find your local dealer.

Maintaining a strong relationship between the customer and your organization is a crucial part of a successful business model. The customer experience (CX) is at the forefront of what drives leads to become buyers. Meaning, organizations need to nurture their leads by creating an insightful, inviting customer experience. There are many steps that can be taken to ensure that the CX is a positive one. You can start by listening to your customers.

Perhaps the most important aspect of cultivating a meaningful relationship between customer and business is to simply listen. From the company’s standpoint, allowing open dialogue between customers and customer service representatives creates for a more dynamic conversation. When reps are more present in the discussion and actually listening to the customer, they’re able to answer questions properly. Moreover, it helps promote the product or service that’s being sold.

Customers often throw curveballs. In other words, their expectations vary, along with their intentions. Therefore, the CX must be as flexible as possible to meet the needs of each customer.

Coupled with listening, showing emotions is also an effective way to build relationships between customers and businesses. At Techtonic Sales, we’ve been able to set ourselves up for success by adhering to this method.

Showing emotions while talking to a customer can be accomplished in relatively simple actions. So, whether it’s the caller’s positive energy or displaying an interest in the customer’s needs, showing emotions is imperative. It plays a large part in dictating the end result of the conversation. This is why staying engaged in lively, thoughtful conversations will certainly help create a strong CX.

Directly related to the aforementioned tactics is customer knowledge. Having information about the customer can be extremely beneficial when speaking directly to them. For instance, the employee (or representative) can offer more personalized suggestions. They can also inquire about more in-depth details as to what the customer is looking for.

On top of that, knowing the customer helps improve business. This gives the company a better understanding of how they can improve their products, services, and methodology.

The goal for the company is to show that they care and they know exactly what the customer wants. If an employee is engaged in conversation, the customer is more likely to respond positively. As a result, that customer feels as though they are being heard and that their needs will be met.