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.
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. 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”.
3. 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.
4. 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.
5. Start a rewards program.
Loyalty and rewards programs help brands add value to their services while incentivizing customers to come back. Recent studies show that it can cost up to 10x more to acquire new customers. At the same time, returning customers have been shown to spend 67% more on average than new customers, so taking this approach definitely makes dollars and sense. Start small by rewarding your customers with points for engaging with your brand on social media or go big with loyalty points for purchases. No matter how big or how small the program, your customers will appreciate having their loyalty and engagement recognized.
6. Empower your customers.
Today’s consumers want to be able to help themselves. Can you remember the last time you got excited about having to contact a company rep to help resolve an issue? (We’re guessing you can’t). Today’s customers want the tools and knowledge to be able help themselves. Whether that means beefing up your FAQs or implementing a robust customer service software, show your customers that you value their time by making it easy for them to access the information they need.
7. Spread the love.
The conscious consumer is on the rise. A 2017 Corporate Social Responsibility (CSR) study revealed that 86% of Americans expect companies to address social and environmental issues. Pair this with over two decades of data showing the positive impact CSR has on brand reputation, loyalty, and affinity, and a CSR program becomes a no-brainer. From TOMS to Amazon Smile, companies are enabling consumers to use their purchasing power to buy the products they want while giving back to the causes they care about. However, with programs like these its important to remember that authenticity is key. Whether big or small, your program must resonate with your consumers and feel authentic to your brand.
8. Host a contest.
Contests are a great way to get people excited, garner attention for your brand, and build engagement among your community members. And it doesn’t have to be as complicated or as expensive as you might imagine! Big prizes are great, but you don’t have to offer a 10 day all-inclusive vacation to Tahiti to get your customers excited (however, if you do host that contest, please let us know so we can enter). Sometimes simpler is better, just ask RJMetrics how their cupcake contest went!
9. Go above and beyond.
We all have that friend that does the bare minimum. They come to dinner empty handed, drink all your wine, and don’t offer to help clean up. They get away with it because they’ve been your friend for ages, but you definitely question inviting them over again. On the other hand is your friend who is the best dinner party guest ever. They bring something that compliments the meal and their very presence adds fun and flavor to the whole evening. Don’t let your brand be the bare minimum dinner guest. E-guides, webinars, infographics, free shipping, excellent customer service, and everything else we’ve listed here today will show your customers that you’re willing to go the extra mile to give them a great experience and provide them with additional value, ensuring you’ll always have a seat at their table.
These are just 9 ideas to start to show your customer some love. Tried any of these ideas or have some other ones we didn’t mention? Let us know in the comments!