Today we have a guest post by Andrew, the Marketing Manager at GoInstant:
For all the great stuff that the internet can do, building a personal connection is much easier in person. Go to a shoe store, a car dealership, or even a McDonald’s, and you’ll notice that the human touch matters. To create great customer experiences, offline stores have learned how to cultivate strong personal connections with their customers. It’s how they provide value in a world where they can’t compete with Amazon on price. Whether it’s a smile at the cash register, or a calendar from your real estate agent, they know that great customer experiences need a bit of wonder in them. If they can provide that bit of wonder through a personal connection, loyal customers will keep coming back.
A new generation of e-commerce companies is realizing that they can also make strong personal connections with their customers. By using those connections to build unforgettable customer experiences – ones that only offline businesses had been capable of in the past – they’re competing with much more established e-commerce companies, like Amazon and Zappos, who haven’t seized on the importance of building personal connections. In other words, incredible customer service isn’t enough today. You need a more personal, human connection with your customer in order to really make their experience a great one. Read more