“A satisfied customer is one who will continue to buy from you, seldom shop around, refer other customers and in general be a superstar advocate for your business.” —Gregory Ciotti
A satisfied customer is good news. It means you’ve fulfilled your promise to meet their expectation. However, a repeat customer is great news. Not only have you exceeded their expectations, but you’ve gone the extra mile to win their trust. Trust is at the very foundation of why first-time customers become second, third, and fourteenth-time customers — And creating this kind of customer should be one of your top priorities.
This is so important because a word-of-mouth recommendation is worth far more than any advertisement you could possibly run. Your repeat and ‘brand ambassador’ customers are the ones who are most likely to recommend your company to their friends, family, and colleagues, which creates even more opportunities for you to delight your first-time customers as well.
So, needless to say, It’s of utmost importance that you go the extra mile for every customer your aquire. Fortunately, it’s not as difficult or complex as you may think! Read on for our list of simple ways to delight your customers and make them feel valued.
Showing gratitude for your customers’ business is a great way to develop a positive relationship with them. This could mean sending a holiday card, or giving them coupons for a deep discount on your products/services for holidays, their birthdays, and anniversaries. Not only does this convey your gratitude, but it encourages them to continue doing business with you.
2. Personal touches
Customers want to feel as though they’re buying from another human being, and one with whom they have a relationship. Be cordial on calls with them, use their names when referring to them, and be willing to make friendly conversation.
3. Listen to Feedback
Unfortunately, not every customer transaction you make will be seamless. Mistakes are inevitable, and sometimes things happen that are outside of your control as a business. So when you do find yourself with an unhappy customer, listen to their concerns and empathize. They may be upset about something that is quite fixable, while other times they may be giving highly valuable feedback about how a certain aspect of your company could be better. Regardless of what it is, be sure to validate them, sincerely apologize, and do everything you can to address the problem at hand.
4. Understand their issues
Collect and analyze data about what your customers struggle with. This could be through surveys, customer service calls, or social media. The more your customer feels that you understand their difficulties, the more they will trust you. Doing this will allow you to improve your products and services to better suit them as well.
5. Make it easy to get in touch
Nonexistent customer support may as well equal a nonexistent business. If you don’t have a phone number, email, or chat function clearly displayed on your website, your customers will likely feel that you’re not too keen on providing them with support.
6. Respond quickly
Going hand-in hand with #5, when a customer does get in touch with you, it is paramount that you reply to them as quickly as possible. Long call-waiting, poor email reply times, or a broken voicemail are all very quick ways to get customers to distrust you for the long term.
7. Compensate them when appropriate
An upset customer is far more likely to forgive when you are generous in compensating them for their trouble. A 30% off coupon on their next order, free shipping, or a replacement product of their choice are all great examples, and they demonstrate your appreciation for their business.