Customer experience: more than a concept, it’s a real connection 🎃
- Peggy Amelung
- Oct 31, 2024
- 3 min read
Today I want to talk about something that affects us all – whether we’re executives, entrepreneurs or part of a family business: How can we not only create customer experience, but really live it? Because let’s face it: customer experience should be more than just a concept – it’s an attitude, a way of connecting with our customers on a deeper level. This real connection happens when we create something in common – a common ground.
What common ground really means in customer experience
You may be asking yourself, “What does Halloween have to do with it?” Quite simply, Halloween – or any festive occasion – is a fantastic opportunity to bring the customer experience in your business to life. And why? Because it shows us that customer loyalty is not achieved through standard communication alone, but through moments that resonate with our customers. When we use these shared occasions, we create a common ground – a foundation on which real relationships can grow.
It’s not about whether we personally love Halloween. It’s about understanding what's important to our customers and finding ways to connect with them in a way that really resonates. When customers see that we share their interests, values and sometimes even their idiosyncrasies, a different kind of trust emerges. In this way, a company goes from being a service provider to a true partner.
Why does this make customers feel genuinely seen?
Customer loyalty is created when we go beyond the sales figures and see the person behind the customer. Creating common ground means that we actively listen and empathize with the customer's world. This connection makes customers feel heard and valued – and who among us doesn’t appreciate that? For family businesses in particular, this closeness to the customer is a key success factor.
Ideas for customer experiences – How festive occasions help us to retain customers
So how can we put these ideas into practice? Here are a few tips that I am happy to pass on and that have proven successful in my work:
Use seasonal events as anchor points: Halloween and other festivities provide the perfect starting point for open, friendly and human conversations. It is often these small conversations that create a deeper level of trust.
Share backstage moments: Especially in a family business, it helps to give customers a glimpse behind the scenes so they can feel the spirit and culture of the team. Show the people behind the brand, be it through a funny story or an insight into the daily work – this creates authenticity, which strengthens customer loyalty.
Creative social media posts for the season: Use the festive atmosphere to create lively and engaging social media posts. Involving your team makes the company seem authentic and human, which appeals to customers and creates long-term loyalty.
Seasonal decorations for positive energy: Small touches like colorful decorations create a positive vibe that not only inspires the team, but also creates a welcoming atmosphere for customers. It is these details that make the customer experience unforgettable.
A positive boost for today’s atmosphere
We all know that customers today expect more than they used to. They want a connection, authenticity and trust. Halloween or similar occasions offer small opportunities to exceed these expectations. Especially now, when many people are looking for a boost of positive energy, companies can make a difference with a personal, festive touch that strengthens customer loyalty.
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