This is podcast episode number 29 where we’ll be talking about customer satisfaction for your business and how the way you communicate with your customers can add to the positive experience they have with you.
Customer satisfaction starts long before a customer pulls into your parking lot, steps into your waiting room, queues up in your teller line, or steps through your front door to do business with you.
Customer satisfaction starts with the way you market your business. It starts with your advertising and branding and the vehicles you use to deliver your message.
Think about your customers in these terms. We all have a preferred way that we like to have information delivered to us. Some consumers are visual, others are auditory, and some are kinesthetic. Each population is about a third of your customer database. Thinking of the ways that you will reach each of these populations is important. What’s even more important, and what will help create that satisfying experience with you, is that you include a variety of message delivery vehicles in your marketing plan.
The visual consumer is the one who prefers to learn and navigate the landscape visually. Pictures, graphs, videos, charts, diagrams, reading materials, and anything that has a picture associated with it is going to help the visual customer learn about you and retain that learned information for a longer period of time. For the visual consumer, there is a strong connection between the brain and the eyes.
The audio consumer is going to be drawn to your brand by the use of sound to promote your brand. Things like podcasts that are well done are going to be important to your marketing plan and to the auditory audience.
Think about how you can insert the use of any audio recordings or sound into your marketing efforts to break things up a bit from the blogging, postings, and other written messaging you are doing. This lets the audio consumer know that you recognize their learning style too. Remember that for the audio consumer, there is a strong connection between the brain and the ears.
The kinesthetic consumer is the one who will choose you and your business based on how they feel about you. The quicker and more effectively you can convey the core values and culture of your business and prove your value, the quicker you’ll win over this type of consumer.
In your marketing plan, be sure to include ways for the kinesthetic consumer to get to know and like you. Anything that you can incorporate into your marketing plan that will help the kinesthetic consumer connect with you.
But keep in mind that the best way to make the connection with the kinesthetic consumer is to meet them in person. Getting out there to network at community events, at business group functions, trade shows, and other events is important. Meeting the kinesthetic prospect and customer one-on-one will provide a level of connection that no LinkedIn group can match. For the kinesthetic consumer, there is a strong connection between the brain and the heart.
Giving the customer a memorable and pleasant experience at the point of first introduction, will pave the way for a pleasant experience throughout the transaction. Incorporating visuals, sound, and emotion in your marketing plan will address the needs of all three consumer groups in your database.