I have three kids, ranging in age from 18-24. They each share my gene pool and environment, and as a result they all have a number of things in common.
But they also have areas where they are very different.
My daughter, despite my best efforts, likes show tunes. The boys have musical tastes that are much more similar to mine. When it comes to movies and television shows, there are some they all like, and others that are unique to each of them. Same goes with their interest in books, sports, food, and a lot of other things.
They are siblings, and they get along, m0st of the time. They have things they share, and interests that vary.
As I relate to them on a daily basis, I have learned how to deal with them as a group, as well as individually. I know that if I start talking about sports, my daughter’s eyes will start to glaze over, while my sons will be more interested. Though if I start belting out a tune from “The Sound of Music,” the opposite will be true. Plus, my dog Shadow might chime in as well.
I’ve learned over time how to engage my children. If I want to annoy them, I know which buttons to push. If I want to get them interested, I know which topics to bring up.
You see, there is a learning curve.
Every interaction with my kids gives me new knowledge. If I learn something bothers them, I’ll try a different approach next time. Unless my goal is to annoy them, of course. Every time I interact with them, I bring with me all the knowledge of every previous interaction. Sure, I make mistakes, but after all this time, I know my kids pretty well.
This is how we need to interact with our customers. We need to learn from them each time we have contact with them, and have a learning curve. We’ll be able to differentiate between them, and get to know their likes and interests. Those interests are touchpoints that will draw you closer to them, and give you a better chance of engaging with them properly.
How well do you know your customers? Do you learn from your interactions with them so that you can serve them better in the future?