When it comes to your customers, a little bit of love goes a long way. A recent study shows that 86% of customers will pay more for a better customer experience. Check out our list of 9 ways to show your customers some love and keep them coming back for more. They want to feel like a real person who matters. Showing your customers that you care isn’t as hard or as complicated as it may seem, but it does take some planning and proactive work.
1. Greet new customers with a warm welcome.
We all know first impressions stick, thats why its really important to craft a killer welcome email for new customers. Welcome emails are known to have impressive engagement rates – 4x the open rate and 5x the click rate – in comparison to other types of emails. Not to mention that they’re are crucial to creating that warm fuzzy feeling that will lay the foundation for your customer/brand relationship. Craft something to remember by ensuring your welcome email is:
Timely – 74.4% of subscribers expect a welcome email. This person has just given you permission to contact them, strike while the iron is hot and show them they made the right choice.
Human – Clear subject lines followed by engaging email content that reinforces how your brand or product will fulfill a need, solve a problem, and/or improve their lives will give your customer all the feels. Extra points for using names – personalized subject lines increase open rates by 26%.
Concise – Less is more. Pared down content with a clear call to action will keep your customer engaged, informed and focused on what to do next.
2. Create a loyalty program.
If you don’t already have a loyalty program, what are you waiting for? Loyalty programs are the most obvious way to show customers that you care and to reward repeat visits or purchases. Loyalty programs are also a great idea for your business’s bottom line because it’s more cost-effective to retain a current customer than to go out and find a new one. If you’re not sure how to set up a loyalty program or which rewards your customers would prefer, consider soliciting feedback from your most dedicated customers to guarantee that they will love your new loyalty program.
3. Ask for feedback, and then do something with it!
Customer satisfaction is crucial to keeping your customers coming back. Soliciting honest feedback through surveys, online reviews, testimonials, and social listening provides valuable insights relating to your customers’ needs. Use this feedback to evaluate your product or service with fresh eyes. If you decide to make a change based on what you’ve they’ve told you – tell your customers about it! Not only does this show your customers that you care, but it boosts brand affinity by making the customer part of the brand experience.
“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better…So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”- Kristin Smaby, “Being Human is Good Business”.
4. Give them a discount.
There’s no better way to show customers you appreciate them than to give them a discount. Offering discounts around a special date, such as a major holiday or the customer’s birthday, is a common strategy. You can also send them a discount for their next purchase every time they place an order or book a service, which will work to incentivize repeat purchases. Make sure that the discount is significant enough to entice them to make a purchase, but not so great that it cheapens the perceived values of your goods and services. Don’t forget to add a time limit to the discount to encourage them to act quickly!
5. Create an unforgettable customer experience.
Brands with memorable customer experiences are more likely to garner positive online reviews and word of mouth referrals. Think attention to detail and personalized service that can’t be packaged or sold. To get started, map out your customer journey and identify opportunities to connect with your customers. Next hone in on those moments and create tailored, personalized experiences that will leave your customer feeling special and loved.
6. Don’t underestimate the value of a freebie.
What better way to show your customers you care than by giving them a little gift? Think about the best chachki you ever received from a company. Do you still have it? Chances are that if you got it within the past year, you do, because studies show that 87% of branded merchandise are kept for at least a year. T-shirts, coffee mugs, USB drives, pens, water bottles – these are tried and true freebies that are always welcome from customers. There are so many options out there but, whatever you choose, be sure you’re consistent with your brand identity and relevant to your customer base.
7. Respond promptly to complaints.
Nothing is going to go perfectly 100% of the time, which means that your business is going to have to respond to complaints at some point or another. Your customer service department should respond as promptly as possible and go the extra mile to resolve customer complaints (within reason, of course). Make sure that you have a budget set aside to offer replacements or refunds as necessary. Customers love to buy from companies that have great service, even if their prices are a little bit higher, so having good customer service is also a good business strategy.