We talk a lot about connecting with customers (and clients, prospects, and so forth)–but are they feeling the love? In other words, are they connecting with us?
These are not the same thing.
What a Two-Way Connection Looks Like
I’ve always highly valued my University of Chicago education. And I’m the second generation to earn a degree there (my mom was first), and then my brother followed me. But other than sending me an alumni magazine, the only time I ever heard from the university was when they wanted money.
(Except for the awesome local U of C Entrepreneurs Group, but I’ve always viewed that more as a business group than a university group.)
Now, thanks to, UChicagoAlumni, I feel connected to the institution.
It’s not about a Twitter feed. It’s Tracey Swanson (the voice of UChicagoAlumni), who gets that talking to people (conversation), listening to them (he honored my request to change how he identified my affiliation with the university when retweeting me), and valuing what they’re doing (he shares the occasional blog post from here with his audience) are critical in forging a two-way connection.
What are you doing to ensure your customers are engaged with you?
Photo by Worthy FM (Flickr).