Written by Sonal Jaiswal | Evangelist, Customer Guru
Customers are undefinable. They cannot be put in the same mould. They are demanding, courteous, rude, strange, quirky and energetic. But, customers run businesses. Period.
Additionally, in every business today, customer happiness is sacrosanct. It is only the most delighted customers who turn into promoters, and bring in more customers by word of mouth marketing. If only there was a magical spell to keep them coming back! Look no further, the following will do the work for you:
Remember that part in Walter Issacson’s biography of Steve Jobs where he discusses Apple’s obsession with packaging its products? And Steve Jobs mentions that every time a customer opens an Apple product, he would want him/her to feel special. All of us who have ever owned Apple products have been spellbound by the elegance of the packaging. And all of us have felt special!
Is that not a simple, yet powerful way of making customers feel special?
It is the reason why brands like Amazon, Apple and Zappos are where they are today. And it is also the core philosophy of Disneyland – providing an exceptionally magical customer experience. Need I say anymore?
Send customers a personalised message on special occasions like birthdays and anniversaries. Give them a call and wish them. Send some flowers or discount coupons. They are always going to remember you for it!
Look at them as people – not objects! Say thank you and appreciate that they do business with you.
Repeat customers will love an extra special something. Upgrade regular ones to new and better loyalty programs, offer cash back. They will come back for more!
With so many communication channels open now, it is not very difficult to keep in touch with your clientèle. Keep them posted with news of new products/services, discounts and special sales. Invite them to store openings or new product launches.
Also, don’t wait until there is an issue to get in touch with your customers. Be proactive and take the first step! Be regular in asking for feedback. Make changes accordingly.
Remember what our beloved Maya Angelou used to say
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Make your customers feel special, cared, and listened to and they will be always there for you.
Do you have more to add to this list? Do let us know!
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