Get All Access for $5/mo

How to Build Strong Customer Relationships in the Digital Age Storytelling, personalization, social media engagement and measurement are all vital for success in the digital age.

By Candice Georgiadis Edited by Ryan Droste

Opinions expressed by Entrepreneur contributors are their own.

Have you ever experienced a deep connection with someone that left you feeling understood, valued and appreciated?

Building that same kind of connection with customers is not only possible but crucial in today's digital world. With so many choices and power at their fingertips, customers require more than just a product or service to become loyal. Authentic connection goes beyond buzzwords — it's a proven strategy for building strong relationships, increasing satisfaction, increasing retention rates and growing a business.

What is an authentic connection?

An authentic connection is the ability to interact with customers in an honest, open, empathetic and human way.

It means recognizing them as individuals rather than as transactions — understanding their needs, preferences, emotions and providing value and solutions that align with their expectations.

Ultimately, building trust and relationships lies at its core. It's about making customers feel valued and appreciated. In this article, we'll explore practical tips for achieving authentic connections with customers in the digital age.

Related: 4 Ways to Become a Better Leader Through Customer Relationships

Why is authentic connection important?

Authentic connection is vital for various reasons:

  • It allows you to stand out from the crowd: Customers are more inclined to pick companies they feel linked to and can relate to on a personal level.

  • It aids in the development of client loyalty and advocacy: Customers are more likely to stick with companies they trust and feel connected to. They are also more inclined to suggest businesses they have had favorable encounters with to their friends and family.

  • It enables you to improve client happiness and retention: Customers are more likely to be happy with businesses that make them feel heard and with businesses that have given them individualized attention. They are also more likely to return for repeat purchases if they feel valued and appreciated.

  • It aids in the expansion of your business: Customers who identify with your brand are more inclined to spend more, purchase more frequently and experiment with new items or services from the company. They are also more likely to supply your business with useful comments and insights that will assist in improving offers and tactics.

Pay attention to authenticity

Genuine connection is about developing friendships that are founded on mutual respect and trust. Understanding consumers' requirements and preferences requires spending the time to get to know them. You may use this to build a sense of community around your business, which will keep your clients interested and devoted.

Storytelling is a vital tool for creating sincere connections. You may establish an emotional connection with your audience through the sharing of customer and brand-related tales — this goes beyond just generating sales. It may be accomplished through articles on blogs, updates on social media or even videos.

Related: Build Lasting Customer Relationships With These 3 Tips

Personalize your marketing messages

Personalization is the most crucial ingredient when creating connections with customers. By tailoring marketing messages and content to the specific needs and preferences of your customers, you can create a more meaningful experience that will resonate with them on a deeper level.

There are many ways to personalize marketing messages. For example, you can segment your email list based on customer behavior or interests, use dynamic content to personalize website experiences or even create custom landing pages for different customer segments.

Leverage social media

One of the most effective strategies for developing solid client connections in the digital era is social networking. You can build a sense of community around your company and keep customers coming back for more by regularly engaging with them on social media sites like Facebook, Twitter and Instagram.

  • Engage with your customers: Respond to comments and messages on time to show customers that you care about their needs and concerns.

  • Share user-generated content: Encourage customers to share their experiences with your brand on social media by creating branded hashtags or running contests.

  • Use social listening tools: Monitor social media conversations about your brand or industry using tools like Hootsuite or Sprout Social to stay current on what customers are saying.

Measure your success

Finally, it's important to measure the success of your efforts to build strong customer relationships. This can be done through a variety of metrics, such as engagement rates on social media, email open rates, email click-through rates and even customer satisfaction surveys.

By using the tips above, you can build strong relationships and leave your customers feeling understood, valued and appreciated in the digital age. And once you've built these strong relationships, you can drive business growth, stand out from the crowd and attract loyal customers as well.

Related: 5 Ways to Build Customer Relationships and Brand Loyalty

Candice Georgiadis

CEO of Digital Agency, Inc

Candice Georgiadis is an active mother of three as well as a designer, founder, social media expert, and philanthropist.

Want to be an Entrepreneur Leadership Network contributor? Apply now to join.

Editor's Pick

Business News

Apple Reportedly Isn't Paying OpenAI to Use ChatGPT in iPhones

The next big iPhone update brings ChatGPT directly to Apple devices.

Business News

Sony Pictures Entertainment Purchases Struggling, Cult-Favorite Movie Theater Chain

Alamo Drafthouse originally emerged from bankruptcy in June 2021.


Are Your Business's Local Listings Accurate and Up-to-Date? Here Are the Consequences You Could Face If Not.

Why accurate local listings are crucial for business success — and how to avoid the pitfalls of outdated information.

Growing a Business

He Immigrated to the U.S. and Got a Job at McDonald's — Then His Aversion to Being 'Too Comfortable' Led to a Fast-Growing Company That's Hard to Miss

Voyo Popovic launched his moving and storage company in 2018 — and he's been innovating in the industry ever since.

Money & Finance

Day Traders Often Ignore This One Topic At Their Peril

Boring things — like taxes — can sometimes be highly profitable.


Want to Be More Productive Than Ever? Treat Your Personal Life Like a Work Project.

It pays to emphasize efficiency and efficacy when managing personal time.