11 Apr On Helping Customers Feel Valued
Why is it so important to make your customers feel valued? Because when customers are dissatisfied, 96% won’t complain; they’ll simply stop using your products or services.
So, how can you make your customers feel valued?
“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” -Marilyn Suttle, Success Coach
Improve customer experience
For one thing, don’t make people work hard to be your customer. Whether it’s good signage on your storefront or a website that’s easy to use, you want your customer to have a seamless and sound experience.
Respond to inquiries in a timely manner. If you take too long to respond, customers just might purchase from your timely competitor.
Be sure to treat your customers with genuine care. When using social media, don’t update and run. Engage with your customers! Remember, social media is a two-way street.
“Up to 60% of consumers will pay more for a better customer experience.” Source: Desk
Remember names when addressing customers.
Use a customer’s name several times in your conversations. Your customer will really feel that you care about them. This practice may help you remember their name the next time you converse. Just don’t overdo it. Using their name in every sentence doesn’t sound sincere. If you’re not sure how to pronounce their name, don’t avoid using it, just ask them! This can be a great conversation starter. Verify their spelling; no one wants mailings or sales receipts with their name spelled incorrectly.
“A person’s name is to that person, the sweetest, most important sound in any language” –Dale Carnegie
Express appreciation for purchases.
In this digital age, a handwritten note will really make a good impression. Thank your customer for making a purchase. Moreover, if you personalize your messages, you stand to build loyal customers.
However, never overlook a simple automated email. If you have an online store, you can send an automatic email a few days after the customer has received their order asking them if everything is to their satisfaction and letting them know you appreciate their business.
Another measure of appreciation could include providing a small gift with your customer’s order or a sample of a new product. Giving more than expected goes a very long way.
“If you lose a customer, 63 percent of the time it is due to feeling undervalued or neglected”. Source: Data & Marketing Association
Continue to show customer appreciation.
Some additional ways to show your customers how appreciated they are can be as simple as offering special coupons, sweepstakes, or giveaways.
Reach out to your customers online. Offer promotions that are only announced on your social media channels. Host Q & A sessions via Facebook Live. Run a giveaway on Instagram. Send customers handwritten notes.
There really are so many ways to extend authentic, memorable moments of appreciation towards the customer.
“Repeat Customers spend 33 percent more than new customers.” Source: Data & Marketing Association
Make the Customer Feel Valued at Every Touchpoint
“Going above and beyond involves making customers feel special and helping them out, even when it may not make sense. “ ~ Neil Patel, KISSmetrics
Are you looking for a partner who can make your customers feel better appreciated? To find out how ClearSource can bolster your customer feedback ratings, click here.