Creating powerful emotional connections in the digital age has become a bit of a challenge over the last few years.

With most meetings taking place online, it can be harder to nurture those all-important business relationships, especially if you haven’t met in person before. That’s why your customer experience (CX) has to hit all the right notes from the very beginning of your potential professional partnerships.

How building connections has evolved.

While in-person communication hasn’t completely faded into the past, the switch to digital platforms for professional conversations has quickly become the norm.

In theory, this makes it easier to stay connected with remote clients and peers across the globe, but the reality is a little more complicated.

Exchanging emails, instant messages or social media posts can be so fleeting, sometimes leaving minor impact. So, how do you create powerful emotional connections in the digital age? Here are some points to consider.

Careful communication.

We’ve all been there. You receive an email and find the language a little blunt, or your questions fall on deaf ears. It can leave you feeling a little off kilter. This is why the language you use is so important.

To mitigate any misunderstandings, it’s worth taking the time to carefully craft a response, keeping things clear and not open to interpretation.

Remember, you only get one chance at a first introduction, so bear that in mind when reaching out to a client or peer.

Assume nothing but good intent from the person you’re communicating with. Holding that positive outlook will only benefit you throughout your correspondence.

To go one step further, when communicating, make things conversational rather than pushing a product. Even though you may want to sell a service or product, be human first.

Build a community.

Being stuck behind a screen can feel isolating, so, if you’re able to create a sense of community with your clients and peers, this will go a long way.

Paying attention to the needs of a greater group, providing a platform, and implementing user-friendly processes will prove that you’re receptive and open to collaboration.

At our CX Summit, Drew Lesicko, Head Digital Officer, of Soulcycle, said: “By understanding our customers and carefully integrating technology, like AI for personalised recommendations, we can foster a sense of community and connection, ultimately making their experience enjoyable and memorable.”

Be understanding.

Life doesn’t always go the way we expect. That’s just a fact. If you want to create powerful and emotional connections, you need to consider all parties involved in the relationship.

You may be waiting for sign-off from a client, or a reply to an RSVP – either way, the wait can be frustrating. Rather than badger and harass the person on the other end of the email chain, take a considered approach.

You can never be sure what’s going on in someone’s career or personal life, and if you start showing your ire across communications, this can only weaken any future connection you hope to gain.

Approach the situation delicately, ask if everything is okay on their end, show that you care not just about the work, but the person you’re hoping to forge this relationship with.

Don’t stick to written communications.

Even though you and your client could be on opposite sides of the world, there’s nothing to say you can’t move from email communication to video calls.

Putting a face to a name always helps deepen those connections. People will know you and vice versa. Rather than being a faceless, grey text box in the corner of someone’s screen, you’ll be the human who is taking the time out of their day to forge a stronger bond.

Other ways of breaking up your communication include:
• Voice calls
• Teams meetings
• Voice notes.

Schedule semi-regular check-ins, keeping everyone on the same level and informed. You’re more likely to get more from a person when chatting face-to-face rather than keyboard-to-keyboard.

Stand out.

Creating powerful emotional connections in the digital age can feel like an uphill struggle but re-evaluating how you communicate can be the first step in building these bonds.

If you want more insight into the best ways to build meaningful connections, register for our upcoming CX summit in March.