A while ago I happened to read Mark Schaefer’s reply to a comment on his blog. He stated that nowadays there seems to be less time to nurture client relationships since the first few contacts are online. What are the consequences of our online quests?
Marketing concerns: points of contact
From a marketing point of view, relying on face-to-face contact means you’re missing part of the client’s route towards making a buying decision – and you may miss out on a sale without even knowing it.
A lot of effort from (social media) marketing is aimed at going where your customer has gone. When you find them you don’t want to annoy them with pointless ads in a place where they don’t want your darn ads.
Content marketing is a way to patch up the hole in the long road of relationship building caused by the people’s access to online information. You want to be found before your potential clients create a shortlist that hasn’t got your name on it.
‘Online’ and the impact on professional relationship building
If you leave aside the commercial impact of having fewer meet-ups, there’s also a ‘human’ aspect that you need to address. Research and experience give you a good idea of what goes on in your client’s market. But to know instantly what’s in your client’s head even without having talked to them recently, you need to have a fairly complete understanding of your client’s personality and experience. It’s hard to really care about people you don’t know, and you’re at your best if you do care about them:
- if you care you want to know,
- you don’t care if you don’t know,
- … it’s a Matrix again I think – feel free to sketch one 😉
All this means just one thing:
Your relationships deserve your time, even if you don’t have any.
If you have a lot of clients you may be able to buy some marketing tool to support this kind of online/offline relationship building. But not everyone has a lot of clients or the access to such a tool (and tools can’t solve every issue). Fortunately you can look at what you would have done in an offline relationship – rather than viewing social media as a megaphone you shout your message down.
You do need to plan when you need to meet up and what you’ll share at what stage in the relationship. Another thing you want to know is if your online content has inspired the trust you want to inspire in your clients. And: what can you expect from them at what stage?
Invest time in your relationships. Risk really getting to know each other. There are probably worse things in life.
- Infographic “The power of in-person.” Or view my pin.
- MediaBistro, “Talk to me. Customers crave personalized support in a social world.” Or view my pin.
- This blog about the limitations of social media automation has a cool cartoon,
- and I wrote a post last year about my experiences with other people’s Twitter automation – it’s my 3rd post actually 🙂
- Twitter followers haven’t improved much since then, though the obvious clones seem to have been weeded out.
How do you view the time and effort you invest in your (business) relationships?