The relationships you have with customers can determine the success or failure of your business. In the digital age there has never been more competition for your customers, however there’s also more opportunity to connect now than ever before.
With numerous marketing and engagement methods available, we still believe that word of mouth (in various forms) is the BEST form of marketing. You should aim to delight customers so much they can’t help but tell their friends about you. Walt Disney once said “Do what you do so well that they will want to see it again and bring their friends.”
So how do we make the most of our customer relationships?
Start every day like Valentine’s day
For customers to trust you, you must be consistent. This means regular communication. Make sure you reply to customers in a timely manner, but also be proactive. If you’ve not heard from them for a while reach out. Being pro-active is a great way to gain a customers love.
A mobile app is a great way to reach out to customers. Send them a push message, not just on valentine’s day but regularly throughout the year. Push messages can be promotional, but general hints and tips messages are a great way to show customers you care.
We know it’s much easier to keep an existing customer than to find a new one. In fact it costs a business between 5-25% more to acquire a new customer than keep an existing one!
Use loyalty programs to encourage repeat custom. A loyalty program can be something as simple as rewarding a customer for a repeat purchase, but this reward will be well received by your customers. They’ll feel as though they are getting something back and be more likely to return.
Be as passionate about your product as you are your relationships. Customers and potential customers will hear this passion when they speak to you and see it in the finished product.
Be passionate about design, customer care and ultimately results. That’s not just results for your business but for the businesses you serve. If providing a digital product, keep on top of analytics. See how the product is performing and make adjustments if necessary. If there’s a dip then adjust your plan, change content or send a push. These small changes will help you be successful.
Just like you might surprise a partner, surprise your customers by going the extra mile. Provide additional training above what was expected. Surprise them with an offer or additional update. When you delight your customers you’re sure to develop a more meaningful relationship.
You should show your customers love everyday, but valentine’s day is a good time to reflect on how well you’ve been doing. Follow these simple tips and get the most from your relationships.