Capturing the attention of your customers is becoming increasingly important, especially in a global marketplace where the products and services you supply are likely to be available elsewhere. Cutting prices is a common strategy, but this can have a negative impact on your bottom line.
A better approach is to add value to every customer transaction so that they are not only satisfied with their purchase but also impressed by the way they have been treated by the company. The more unique your approach to this challenge, the better. Here are a few ideas to get you started.
Show them you are grateful
Your business would not be able to exist were it not for your customers. It’s all too easy to get carried away with the idea that they should be thankful that you created the product or service that meets their needs, but it’s a good idea to take a little time every now and then to show that you too are grateful for their custom.
One of the easiest and most cost-effective ways of doing this is to send a thank you gift, either around the time of their birthday or the anniversary of when they last made a purchase. This need not be a physical gift – a simple token that entitles them to a discount is usually more than enough. When such gifts are accompanied by carefully chosen marketing copy that is heavy on sincerity and low on the hard sell, it can go a long way towards strengthening the bond between customer and business.
A sign that you are in a good restaurant is that moment when your server returns to your table and asks if everything is okay with your meal. It allows the server to check that they got the order right and provides the customer an opportunity to make any additional requests or air any concerns.
What works well in the catering world can also work well in any kind of business. Making a follow-up telephone call or sending an email to check the customer is happy with their purchase or service can earn a firm some solid brownie points. The key here is to ensure such inquiries are as genuine as possible and not simply an excuse to try to upsell additional items.
Instead, following-up in this way is an ideal opportunity to gather feedback and could be used to improve the way your business operates in the future. You’ll also be storing up goodwill with that particular customer, making it far more likely that they will return in the future. If you are already running in SAP, a system such as Weaveability allows you to leverage the full power of the system to build stronger relationships with your customers, engaging them at every stage of interaction with your business.
Embrace instant communication
Studies show that consumers are likely to get frustrated with a website and look elsewhere if a page takes more than just a few seconds to load. Considering how impatient technology is making us, it’s remarkable that many companies still have customer service departments that make it clear that a response to a query could take several days or more to be answered.
If you want to surprise and delight your customers, embrace platforms such as Twitter and Snapchat and ensure you get back to them as quickly as possible. Demonstrating that your firm is fully approachable and able to answer questions, large or small, at any time will provide a dramatic boost to your levels of customer satisfaction and this, in turn, will have a positive effect on your profits.