82DASH

How to Get Closer to Your Customers (And Why It Matters More Than Ever)

Getting closer to your customers isn’t about more automation—it’s about more humanity. In a world of AI agents and faceless support, real relationships are your strongest growth lever. This article unpacks how small eCommerce teams can build trust, drive loyalty, and stay relevant.

How to Get Closer to Your Customers (And Why It Matters More Than Ever)
Don’t ghost your customers post-sale. Follow up.

If you run a small eCommerce brand or work in a lean marketing team, building strong customer relationships is your best advantage. While larger brands automate and scale, they often lose touch with what their customers want.

You can stand out by doing the opposite: getting closer.

Why Customer Closeness Matters

When you stay connected to your customers, you:

  • Build long-term loyalty
  • Increase repeat purchases
  • Earn word-of-mouth growth
  • Improve product decisions with real feedback

Without that connection, your brand becomes just another store in the feed.

Skip the bots - your customers are your most important asset.

1. Make Customer Support a Differentiator

Skip the bots.

Real human support builds trust and fixes problems fast.
Respond quickly, speak plainly, and follow up.

2. Turn Buyers Into a Community

Your audience doesn’t want to be “targeted.”

They want to belong. Use email replies, tagged content, Instagram comments, or even group chats to bring them closer.

Customers who talk to you — and each other — stick around longer.

3. Remove Friction Everywhere

Make it easy to buy, return, ask questions, and leave reviews.
Small brands often win here — your speed and flexibility matter.

4. Share Customer Content as Proof

Your best marketing isn’t your own.
It’s what customers say, post, and record about your product.

Use that content across:

  • Product pages
  • Social media
  • Ads
  • Post-purchase emails

It shows real people love what you sell — and that builds trust fast.

5. Make Loyalty Feel Personal

Instead of generic points systems, reward loyalty with:

  • Early access
  • Personal thank-yous
  • Features in your marketing
  • Product feedback opportunities

Recognition builds stronger relationships than discounts alone.

6. Ask for Feedback After Purchase

Don’t ghost your customers post-sale. Follow up.

Ask what worked and what didn’t. Send short surveys or ask for quick video reviews. And actually use what they tell you to improve, incentivise & reward for this help.

7. Be Human on Social Media

You don’t need perfect graphics or viral videos.

You need to respond. Like. Repost. Thank people. Customers will remember that someone on your end actually saw and appreciated them.

Final Thought

The best brands aren’t louder. They’re closer.

When you build real relationships with your customers, every part of your business gets easier — from marketing to retention to growth.

References:

And If You’re More of a Watcher…

These videos go deeper into customer connection, community, and trust:

Isabelle Simon - Communications Lead - 82DASH

Read more