Customers don’t always remember the products they purchased or the service they received after the fact, but they will always remember the little gestures you made that enhanced their overall purchasing experience. Making them feel good about not only making the purchase, but making it from you, should be part of your customer service goals. It is also what a differentiating customer experience is about.
These days customer service is no longer adequate if you merely provide service to satisfy your customers. This article points to the importance of going above and beyond to do whatever it takes to win the hearts and minds of your customers.
What are the ways to “wow” your customers with your customer service and win their long-term loyalty? Learn these five tips:
- Make your customers feel special. People love it when they are made to feel special. Acknowledge your customers, greet them with a warm and genuine smile, show them respect, ask them what they are looking for, help them find what they are looking for, and give them special discounts.
- Give your customers more than they expect. Everyone likes a pleasant surprise once in a while and what could be more pleasant than getting more than what they had expected? You could offer a free product as part of a purchase or a free service as part of a contract. You don’t have to do it every day. Doing it on special occasions is enough to win their loyalty.
- Go out of your way to do the little things. People really appreciate it when you go out of your way to do little things for them. Open the door for them, help them pick up the things they have accidentally dropped, giving gifts to their children…etc.
- Stay true to your word. It is the best way to build trust. For example, if you have announced a special holiday discount of 20% on all items, give your customers the stated discount even if you later find out that one of you staff members posted the discount in error. It leaves a bad taste in the customer’s mouth if a business is not true to their word.
- Build a personal relationship. Every small business depends largely on the loyalty of their regular customers. So try to get to know every regular customer and build a personal relationship with them. Once you win their friendship, many of their friends will soon become your customers.
The battle for customers today is based as much on the emotional connection than price or product features. Brands that pay attention to their customers’ needs are those that win their loyalty. Read more on customer experience and learn how you can get under the surface to understand what really make you special to your customers.