Nurturing relationships with your customers is a crucial part of growing a successful business. In this age of automation and innovation, caring for your customers has never been more important. Here are 7 ways to help make your customers fall in love with your business.
Help Customers make decisions
No matter how small an investment, when shopping online customers need additional information to help them decide what to buy. If you don’t provide reviews/useful product descriptions and quality images the likelihood is customers will shop where they can get the information they need to feel comfortable making the purchase.
The nature of a positive unexpected stimulus has a very positive effect on consumers. Neuroscience research shows that we humans are hardwired to crave the unexpected. Surprises can influence consumer behaviour encouraging word of mouth, loyalty (craving the next surprise) and increased spend. The positive effects for businesses can be seen even when the gesture is small. Consider how you can add surprises into your online experience, products or services.
People like to feel appreciated
What can you do to show how much you appreciate their custom? If you follow them on social media, it could be a simple response to a comment they make or a birthday message. It could be an email with a link to information you feel may be useful. Of course, you say “thank you” again for their business. You may also include details on another product or service you offer, especially if there is a connection with what they just bought.
Don’t be afraid to get personal
Social media is a very powerful tool, but some businesses make the mistake of using it solely as a promotional tool. While social media can and does work for lead generation, the real power of social media lies in creating brand awareness and building lasting relationships with your customers. Let customers behind the scenes every once in a while to let them know what you’re working on and what your interests are. You might be surprised just how much engagement this generates from your audience!
Deliver authentic value
People love brands that honestly champion their pursuit for value and hate brands that insult their intelligence and subsequent right to decide and reconsider. Deliver authentic value in your terms, conditions, guarantees, warranties, marketing communications and pricing policies. Stop shaping the perception of value and start delivering it.
Customers are always right
Even if they are not, make them feel this way. A study found that 73% of consumers love a brand because of friendly customer service. Remember that customer relationship building begins on the front line. Ultimately customer retention doesn’t happen in the boss’ office, it happens with the people who face customers every day. So keep your patience, and serve with a smile.