How to Connect With Your Customers

Do you know what made Zappos such a great company? It wasn’t that they were selling shoes online – they weren’t the first ones to do that.

It was the way Zappos connected with their customers. They had a few philosophies they lived by such as:

  • The customer is always right even when he or she is wrong.
  • You can make your customers happy by focusing on the experience instead of just the product.
  • By making things convenient for your customers, such as a 365-day return policy, you will win their loyalty.

Connecting with your customers on an emotional level is important because if you do, they will be 300% more likely to recommend you. Or, better yet, they will be 44% less likely to shop around, and they will be 33% less sensitive when it comes to your price.

To help you connect with your customers, I decided to create an infographic that will teach you how to engage with them and appeal to their wants.

Click on the image below to see a larger view:

why every business should blog

Click here to view an enlarged version of this infographic.


Never take your customers for granted because they are the lifeblood of your company. From going above and beyond to make each of them feel special to helping them out even when it may not make sense, putting your customers first will help you increase your revenue in the long run.

What I learned the hard way is that if you don’t truly care about your customers, it will be hard for you to connect with them. When you care about people, you’ll naturally want to do your absolute best to help them out.

This is the same reason why I respond to comments on Quick Sprout. It’s not that I have to respond to you. I do it because I want to.

So, how else can you connect with your customers?

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  1. Neil, thats right “customer is the king”. If you have a happy customer they will do the marketing for the brand. And at zappos they literally follow the same logic. They have built their brand on an amazing customer service. I read in an article, and they said they even take out the money of advertising budget and spend it on customer service. Ofcourse there are other factors involved in their success but their Customer Service play the major part of it.

    • Urvi, spot on!
      They are 100% devoted to their customers and it really shows. Thanks for the great feedback 🙂

  2. Hello and Happy New Year Neil,

    I am following your blog from long time but never get chance to put comment. I completely agree with your “CUSTOMER IS ALWAYS RIGHT”

    I have seen the why you interact with here on quicksprout is amazing. You always reply to each and every comment personally. I personally think the interaction with customer is always a key to success for any business weather Zappos or quicksprout right?

    Thanks and keep up the good work,

    • Keyur, you are right on the money. It’s important to engage with your community. I have always felt that is the key driver of business and personal success.

  3. Hi Neil,

    Absolutely true. I don’t sell anything, but I actually try to follow this path for my readers.

    Good Day, Happy New Year 🙂

  4. Neil,
    Seems you shifted to GetResponse feed delivery from Aweber. What’s the reason?

  5. Back in the old days, DEC (Digital Equipment Corporation) used to train its sales and support staff to do 2 things:

    1. Answer the phone quickly because whenever a customer calls, even he is angry and obnoxious, there’s a chance to create new business. And when you don’t answer the phone – there can be no new business.

    2. Make yourself smile before you answer the phone, even if you are in a bad mood. Making yourself smile forces an upbeat attitude on you and it will rub off on the customer and create a much better experience.

    It was so important, they spent two whole days of training on just these subjects.

    • Yoav, sounds like they have everything right. It’s important to really have a positive attitude if you want your customers to be happy 🙂

  6. manujeevanprakash :

    Hi Neil ,
    1 ) awesome Info, I am your customer of Quick sprout traffic system , your customer service was really good. But i would recommend you to update the Google analytics part on the traffic system . You have given examples on the older version of Google analytics (especially in advance segments Section) which i find it difficult . Just update it , rest every thing was fine 🙂

    2) “Customer is always right ” this Philosophy doesn’t work for all businesses. I am a web developer and i cant simply nod my head for whatever my client says .Even u have suggested the same thing in one of your blog (step no 5) …….

    Cheers !!!!

    • Thanks for the great feedback. I will definitely add more meat to that section in the coming months. Please feel free to let me know if there is anything else I can do 🙂

  7. Do we really need an infographic for every subject under the sun? I hope 2014 will bring the demise of infographics …

    • Gron Rowlands :

      Info graphics are a simple and effective way of explaining stuff I’d say. Some people can over complicate things.

  8. Gron Rowlands :

    Neil your info graphics are always brilliant and so easy to understand and implement. I really really can’t wait to get cracking with everything over the next few weeks. You really are the master of becoming a trusted source of info and advice online and that’s why you do so well. I’m absolutely hooked on everything you talk about. It’s brilliant 🙂 thank you 🙂

    • Gron, thanks for the kind words of support and great feedback. Please let me know if you need any specific help 🙂

      • Gron Rowlands :

        Neil thank you so much. It means a lot. And thanks for replying so soon. 🙂 I know your a busy guy so I won’t go on ha 🙂 Look forward to all your emails 🙂

  9. Great post Neil! This is an awesome infographic.

    Companies like Zappos and Amazon “just get it” when it comes to the understanding the value of happy customers.

    Making your customers happy is not only a great investment to make but it’s also just a good all-around business strategy.


  10. Good article Neil,

    I’m interested in ways businesses can make their customers feel important, as mentioned in the infographic. What exactly does that look like? I certainly understand putting the customer at the forefront of everything you do and valuing their feedback, but I’m wondering how that’s different than giving your customers a feeling of importance.

    I think your post really emphasizes an interesting concept: You’ve either got outstanding customer relations, or you’re just bad. It’s difficult to be in between the two. People are either tweeting how much they like your brand or how dissatisfied they are with their experience. It’s definitely smart not to overlook how you connect with your customers.

    • Kevin, thanks for the terrific feedback.

      I have always felt it is vital to reach out to your customers to show them that you are one of them and understand their concerns. It’s important to really immerse yourself in the community you are seeking to create.

  11. Great post Neil..! awesome infographic.. “Customer is King”..

  12. Following all the logic you listed have help me plan ahead in my business. Am a fashion designer with a high sense to promote african wears. Happy new year,I see dis year as a better year because every of my customer want something extra ordinary. My only fear is not to fail them

  13. Neil; you have summed up the gist of the whole post in 2 sentences i.e.

    “This is the same reason why I respond to comments on Quick Sprout. It’s not that I have to respond to you. I do it because I want to.”

    The thing has to come from within and only then one can hope to rise from mere being a mere company to a multi billionaire company which works on ethics.


  14. Well thats a great piece of art. Yeah, “customer is always right” till here its good to hear. But “Even if they are wrong” now thats questionable.

  15. Bonnie Andrews {Hobby to HOT!} :

    Such a true point. In my experience the two things that keep someone from creating a total customer-centric focus are
    1) Not knowing how to manage the customer experience wisely and
    2) Not having the patience for the initial return

    I guess it’s good for those of us who are customer focused and a huge bummer for anyone unwilling to catch the vision…

  16. Its True Customer is god ,with out customers all marketing techniques will Useless.Thanks Neil for giving me this opportunity to comment here


  17. Karl Steinmeyer :

    Serve, serve, and serve some more. When you feel that you have served your customers more than enough, you are on the right track.

    Karl S

  18. Nice word “Its true customer is god”, I see is a high level skilled store. Nice track, like a western cowboy tracker.

    Thanks for the infographics

  19. This is very useful to be aware of. On another point about your extraordinary work … podcasts would be an excellent resource to learn. Happy holidays.

  20. I think this is a basic approach to taking care of your customers that you should never forget !

    enjoyed your article



  21. Neil – great work, per usual. Thanks for this and love the infographic design. If you can’t connect with your customer, you’re just a competitor’s loss leader away from extinction.

    BTW, missed an “n” in demonstrate at the top of the infographic: “demostrate respect.” Yup, I was that guy…sorry…

    Seriously, you da man – keep it up!

  22. Another great infographic from you Neil.

    I for one couldn’t agree more, making your customer feel special and giving good service is in my opinion the highest priority of a business.

    In today’s world there is so much choice that unless you have a complete monopoly on your sector, your customers will always have an alternative.

    So as you say the best way to differentiate yourself from your competitors is by the service you provide, your outlook opinions and advice and how you involve yourself in your community.

    I think this is why QS is such a great example of a business going well above and beyond what is required when it comes to providing value to the customer.

    Thanks Neil, although I may not comment on every article I do read all of your work so please keep it coming!

    P.S your article on GA was one of your best

    Paul Back

    • Paul, thanks for the kind words of support. I really take time to try to get to know my readers. Glad you liked the GA article. There is more to come in the new year 🙂

  23. Ryan Biddulph :

    Engagement is oh so key Neil. Chat, ask, answer, prosper. One note; the customer, if they disrespect, or abuse you, is wrong 😉 Sure you can handle the situation diplomatically but letting customers who no longer vibe with my vision, or who are abusive, go, well these moments have been some of the most critical in my career…of course, I never tell them they are wrong lol….leaving on a high note.


    • Ryan, at some point you do have to stand your ground. I would only do that after much time and patience has been worn out.

  24. Barbara McKinney :

    Great infographic Neil. I agree with you, in order to win the loyalty of your customers you have to listen to them. It is the easiest way to let them feel that they are appreciated.

  25. Neeraj Sharma :

    Hi Neil,

    Thanks for the most useful Infographic. I do Agree with you, Customers are the backbone of any Business. If They are not satisfied no one can survive in the business. To get more business from customers, it is the best way to give importance to the customers.

    Thanks Again

  26. Very cool, the guys at Markitekt spoke of something similar on their blog in the past week or so.

  27. Hi Neil, thanks for this useful Infographic.

    According to me, Customers are the most important part of any business in the world. So if they are satisfied, the business business will surely ruin. As a blogger, I feel that my customers are my readers. So if I can make them happy with the information I provide in my blog, they will love my blog as well my recommendations. I truly believe that it’s very important to survive online.

    Thanks for your Infographic. It really taught me a lot.

    • Tamal, thanks for the great feedback. Happy customers and readers will definitely share your content and give you the best feedback possible.

  28. “Customer is always right”, well they may not be but to be successful businesses have to pretend that they are. Thanks for the post Neil, its awesome as always.

  29. Neil,

    Don’t have words to describe the way you have helped me.

    Seriously kudos to you.!!

    Would definitely love to meet you some time soon and I’m sure you won’t say NO.

    PS: I don’t follow you specifically for Digital Marketing but I do follow you for entrepreneur skills.

    Long way to go TIGER.!! Keep rocking


    • Abhi, thanks for the kind words of support. I am sure somewhere down the line we will meet up at a conference or something 🙂

  30. I really like Zappos philosophy of “focusing more on the experience than the product”. Going to adopt this with my next product. Thanks Neil!

  31. Great Infographic Neil!

    Customer service is so important – I actually learnt a lot about this a few years ago when I first ventured online selling on eBay. Treat customers with respect, don’t try attempt to treat them like fools and deal with issues quickly, and you should get some good repeat traffic/business!

  32. Thanks for the Information Neil, I am a start-up owner and such content was like just meant for me. I enjoyed and learned something great.
    Will focus on building relations with my customers from now on!

  33. Very inspirational post. Thank you neil.

  34. You simply have to agree to disagree with them.

  35. Ariel Geifman :

    Thanks! This is another great infographc. Can you write a piece on how to create this engagement and how marketers can create websites that generate happy customers.

  36. Thanks a lot for amazing post Neil. It is really true that once we connect with our customers then we can do help them with all possible efforts.

  37. Great post I loved it I now know much more about eventbrite! Very well written keep up the good work.

  38. Stefan Debois :

    ‘On Twitter, over 80% of customer service related tweets are negative’ – this demonstrates why you need a private feedback channel. To solve the issue before it is made public.

  39. Great post Neil, it inspired me to write a post on the subject but diving a little further into how business can engage users more and examples of what Zappos does to be one of the best in everyway.

    it can be found at

    and of course has your infographic in there 🙂

  40. Nice infographic. Customers are always right except when he/she is being unreasonable.

  41. Jennifer Parker :

    Hello Neil
    Nice info-graphic.

    Great post I loved it I now know much more about eventbrite! Very well written keep up the good work.

  42. Great post I loved it .

  43. It looks that you have really work hard on the Behavior of Customers, a great infographic Neil.

  44. I never shopped at Zappos, but after reading this article, I think I want to. I know that wasn’t your primary objective, but as a marketer, I appreciate being treated with loyalty by businesses.

    Facebook and Twitter make this possible. I never got into email marketing as much as I should.

    • Charlie, glad you liked the article. Glad you found it helpful. Please let me know if you need help with anything else. I look forward to hearing more from you 🙂

  45. The infographics is short but it took a big research to find the exact behavior of our customer – online or offline. Thank you for sharing such a nice infographics.

  46. brilliant thank you

  47. Vinç Kiralama :

    Thanks so much bro Theodore for the awesome tips. It works so well for me. (((((:

  48. Great post Neil..! Glad you enjoyed the article. awesome infographic .Customers are your most valuable asset i m try to apply for my website . thank again nail Great post Neil. keep it up

  49. wow… thanks for this information, i like it

  50. Oh that’s great i was searching for customers behavior and i found it very hepful for me.

  51. Niceee Tips…………..Thanks, I have discovered your site through Google while hunting down a related point, your site came up, it looks great. I have bookmarked it in my google bookmarks.

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