Love is in the air and the Royal Wedding is nearly upon us – so to help spread the adoration we thought we’d share some tips about how YOU can pay it forward and increase your customer loyalty.
You might have the most experience in the industry, or the most innovative product, but if your customers don’t feel the love, they simply won’t buy into your brand.
So, how do you give your customers a little more TLC? Well, here’s 14 ways to get you started:
1. Let’s get personal
Connecting with your customers on a personal level is a crucial element of growing a small business and improving your customer loyalty. We’re not talking about sharing your life story, instead you could refer to a past experience or information the customer shared when previously shopping with you. Little things can go a long way, being a thoughtful business will show your customer you care about them, not just the transaction.
It is important to listen to customer feedback, both positive and negative, and adapt to your business to give them what they want – if enough people are saying the same thing of course. Here are a few ideas about how to collect customer feedback:
- Focus groups
- Social media
Showing you care about feedback encourages trust and belonging.
3. Solve their problems
Now that you have some invaluable customer feedback, go out of your way to solve their problems. If there is a problem, don’t sweep it under the rug – fix it, and ensure that it doesn’t happen again.
Always follow up customer feedback by showing them how you have changed, all thanks to them.
4. ‘Thank you’ notes
A handwritten ‘thank you’ note doesn’t take long at all, but the impact on your brand can be HUGE – especially in today’s world of spam emails and generic responses. If your customer has given you a standout, spectacular review, thank them.
5. Make yourself accessible
There is nothing more frustrating than trying to contact someone and waiting days for a callback. Seriously.
It is important to return customer calls promptly, interrupt internal meetings to take a clients message, or even answer emails out of office hours (sorry, team). Yes, it will take more work, but the feeling of knowing you are helping your client in their time of need goes a long way.
6. Keep your promises
It is important to say what you mean and mean what you say. Following through with promises not only makes your business more reputable, but helps your customers feel the love.
7. Include a sample, or small gift with their order
Everyone loves a freebie, right? Your customers certainly do! Reward those who purchase £50.00 or over with a branded t-shirt (or something special). What’s more, your brand awareness will skyrocket with customers wearing your goods out and about, and talking about you too!
8. Break the rules
When interacting with customers, it is easy to read from a script that tells you to do X when the conditions are A, B and C, but your customers are REAL people – they need REAL interactions to help solve their problems.
Throw that script in the bin and help your customers by giving them a little TLC when solving their problems.
Meet your customers in-person where possible. We guarantee your customers will appreciate the face-to-face experience, plus you will have some fantastic content to share on social media.
10.Live out the spirit of the royal wedding
Donate a portion of proceeds or proceeds from the sales of specific products/services to a local charity. Don’t forget to tell people about the good work that you do for charity or in your community in communications via your website, blog, in email newsletters and on social media.
11.Send them referrals (B2B)
One of the best gifts you can give to your customer is a referral to a prospect. This shows that you understand their business and are keen on helping them grow. A prospect that has been referred by a trusted connection has a much higher probably of working out than other methods.
12. Keep them in the loop
A fantastic way to keep in touch with customers is by keeping them in the loop with changes to your business, new products/services or just some exciting news! This shows customers that they are a part of your family, giving you greater customer loyalty.
13. Have fun!
Everyone can connect through laughter and happiness. Every conversation with a customer doesn’t have to be all about business. Appropriate humour is a powerful way to build strong bonds and give your business a personality.
14. Send chocolate
…because nothing says ‘I love you’ like a box of chocolates (hint, hint).
Tell us in the comments below something extra-special that you do to increase customer loyalty!
Do you need a little help showing your customers a little TLC? We’d love to hear from you – chat to us here.