{"id":19401,"date":"2021-06-28T18:33:00","date_gmt":"2021-06-28T18:33:00","guid":{"rendered":"https:\/\/try.experience.com\/resources\/?p=19401"},"modified":"2025-04-23T01:56:05","modified_gmt":"2025-04-23T01:56:05","slug":"superfan-series-how-to-connect-with-your-customer","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/superfan-series-how-to-connect-with-your-customer\/","title":{"rendered":"Superfan Series: How to Connect with Your Customer"},"content":{"rendered":"\n<p>As we continue through the Superfan Series, we unlock what it means to be S.U.P.E.R. for your business. Brittany Hodak is Experience.com\u2019s resident expert on all things superfans, and her fail-proof strategy is incredibly useful for brands and professionals to transform passive users into raving fans.&nbsp;<\/p>\n\n\n\n<p>In the previous videos, we learned how to start with your story and understand your customer\u2019s story. We also learned that superfans are found at the intersection of your story and your customer\u2019s story. Now that you\u2019ve mastered storytelling, it\u2019s time to go to the next level.&nbsp;<\/p>\n\n\n\n<p>In this guide, we\u2019re talking about the third step in the S.U.P.E.R. system\u2014personalize and connect. How do you personalize your customer experience to connect with each customer? The answer might be simpler than you think.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Understanding the Platinum Rule<\/h2>\n\n\n\n<p>First, the foundational key when connecting with customers is to learn the platinum rule. This term is coined in <a href=\"https:\/\/www.alessandra.com\/abouttony\/aboutpr.asp\" target=\"_blank\" rel=\"noopener\"><em>The Platinum Rule<\/em><\/a> by Tony Alessandra. Though we often hear about the Golden Rule (\u201cTreat others the way they want to be treated\u201d), sometimes the Platinum Rule is a better fit for business and sales.&nbsp;&nbsp;<\/p>\n\n\n\n<p><br>What is the Platinum Rule? It\u2019s simple: \u201cTreat others the way <em>they <\/em>want to be treated.\u201d Though professionals often take a one-size-fits-all approach to connecting with customers, this doesn\u2019t always work. In reality, everyone has different preferences and stories. How do you know what your customers actually want? Ask! Aside from actively listening to your customers, don\u2019t be afraid to send surveys and constantly look for new ways to connect.&nbsp;<\/p>\n\n\n\n<p>For example, if you\u2019re a real estate agent, you might discover some of your customers like to talk over the phone while others only like to communicate via text. This is one of the many ways you can personalize the experience. By reducing the friction and making the process more enjoyable, they\u2019ll want to come back again. Better yet, they\u2019re more likely to refer you within their own circle.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Build Relationships Through Value and Interactions<\/h2>\n\n\n\n<p>Next, how do you actually reach out and build those relationships? Keeping the Platinum Rule in Mind, you can connect with customers through multiple channels and marketing platforms:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Social media<\/li>\n\n\n\n<li>Email newsletter<\/li>\n\n\n\n<li>Your website or blog<\/li>\n\n\n\n<li>Your branding and design<\/li>\n\n\n\n<li>Text message<\/li>\n<\/ul>\n\n\n\n<p>For many brands and professionals, one of the most important tools is social media. There\u2019s no secret formula to building relationships through this platform. In fact, the secret is in the name itself (\u201csocial\u201d and :media\u201d).&nbsp;<\/p>\n\n\n\n<p>By being social, you spend the majority of your time in the comments, responding to DMs, and networking with your community. It\u2019s always better to have 1000 engaged fans than 1 million disengaged followers. Too many professionals and brands \u201cpost and ghost\u201d on their pages. Instead, simply become a part of the community by staying connected and being authentic.&nbsp;<\/p>\n\n\n\n<p>In addition, your social media (and the entirety of your online presence) should be curated with both pillar and filler content. Pillar content is any thought leadership that aligns with your brand, like your story, how-to guides, and so on. Filler content refers to posts and links from other sources, like relevant blogs and industry guides.&nbsp;<\/p>\n\n\n\n<p>Above all, you should only post or share when you have something to display that gives your audience greater value. As long as you offer value and engagement, you\u2019re using social media and other marketing tools in the best way possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Grow Your Connections (and Superfans!)<\/h2>\n\n\n\n<p>Ultimately, you\u2019ll get far if you understand the importance of treating others the way <em>they <\/em>want to be treated. It\u2019s easy to forget what it\u2019s like to be a customer or a client yourself. Instead of making decisions on behalf of your clients, ask how they feel. Above all, everyone wants to feel heard and understood.&nbsp;<\/p>\n\n\n\n<p>To take these ideas to the next level, be sure to download the Superfan Playbook. From there, continue to the next step of the Superfan Series and learn about the letter E in the S.U.P.E.R. system. How do you exceed expectations to keep your customers coming back?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As we continue through the Superfan Series, we unlock what it means to be S.U.P.E.R. for your business. Brittany Hodak is Experience.com\u2019s resident expert on all things superfans, and her<\/p>\n<div><a href=\"https:\/\/try.experience.com\/resources\/superfan-series-how-to-connect-with-your-customer\/\" class=\"exp-read-more exp-read-more-underlined\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":19402,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wpb-single-post.php","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[],"solutions":[10],"industries":[7],"class_list":["post-19401","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","solutions-customer-experience","industries-mortgage"],"_links":{"self":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/19401","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/comments?post=19401"}],"version-history":[{"count":0,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/19401\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media\/19402"}],"wp:attachment":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media?parent=19401"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/categories?post=19401"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/tags?post=19401"},{"taxonomy":"solutions","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/solutions?post=19401"},{"taxonomy":"industries","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/industries?post=19401"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}