Treat Customers Like Friends and They’ll Never Leave
It’s easy to think about your relationship with your customers in a way that is completely professional.
Perhaps that’s how it should be.
But, at the same time, customers are demanding more personal interactions with the businesses that they buy from and the services they use. They want to feel connected and valued as a customer or client. It is in your best interest to make them feel that way because if you can make a customer feel like a friend, they will never leave you and always buy from your company. But, how do you do this?
Tell Them Secrets
If you want customers to feel appreciated, you have to show them that they can access areas of your business that other people can’t. A great way to do this would be through email marketing. With email marketing, you can send deals and opportunities directly to them and make them feel special. You see this all the time, particularly from ecommerce customers, with 20% off deals ‘exclusively’ for loyal customers. A quick search online will reveal it’s not really an exclusive deal, but that doesn’t matter because the perception is already there.
Don’t Let Them Pull Punches
Friends tell friends what they really think. They don’t have to worry about the repercussions of doing this and are always honest. This is the type of behaviour you should be encouraging from your customers. Specifically, you should be doing what you can to get them to review your business. Even if those reviews are going to be complaints. Many companies like Peninsula understand that by opening themselves to customer complaints, they can show customers that they do care. That’s why the Peninsula Group complaints procedure makes getting in touch with the company easy. You should be doing the same thing with your customers, allowing them the opportunity to share what they really think of your business.
Have a Laugh
It’s always good to have fun with friends, and social media provides the opportunity for businesses to have fun with their customers. You can ask them questions, create hashtags, or even encourage user generated content. All are going to be brilliant ways to get customers to engage with your business and feel more connected. Remember, if you are posting content through social media it should target your customers directly and be interesting to them. It doesn’t have to be formal either. Sometimes keeping things light and easy is the best way to maintain the interest of the online audience.
Always There to Talk
Finally, you need to make sure that your support team is always available for your customers. The worst reviewed companies often have terrible levels of customer support. If you don’t want to provide a number to call, you can set up live chats on your websites. This is a fast and easy way of ensuring that customers always feel as though they have your full attention.
Take this advice, and you can make your customers feel like friends of your company, keeping them loyal for years.