Tag Archives: Customer experience

7 Simple (and Cost-Effective) Ways to Show Customer Appreciation

The best way to ensure repeat customers is to make sure the customers know you appreciate them. However, finding out whether the customers know this or not can be difficult. Sometimes they’ll let you know, sometimes they won’t.   cust apprec

Customer review sites make this easy; for instance, you can read real customer reviews on OpenTell.com, but even then there might not be enough information for you to gauge how they feel. Here are seven easy, and most importantly, cost effective ways of showing customer appreciation.

1. Personalize your service to them.

If you can, show a bit of personalization in the service you provide them. Leave a few kind words, or use their name on something. It doesn’t take much, and a little personalization goes a long way.

2. Check in with new customers. 

Send customers a report of your service, or give them a call after they buy a product and ask how it’s working. It doesn’t take long – you could even assign the task to a subordinate – but the simple gesture lets the customers know they are respected.

3. Create a ‘wall of honor’ of your best customers.

Many restaurants do this. Including photographs of your regulars on the walls makes the place feel more personable, and goes a long way towards building loyalty.

4. Give special treatment to long time customers.

Maybe on their birthday or on a special occasion, give your best customers a one-time deal or discount of some sort. Make sure it’s understood to be a single deal, but this will help build a relationship with your customers.

5. Remember their names.

This goes a long way. You see hundreds if not thousands of people each day, but by remembering the names of as many people as you can, you inspire fierce brand loyalty. Names hold power.

6. Ask for feedback.

Ask your customers how their experience was, and ask if there is any way you can improve it for next time. Most of the time the customers will be too surprised to answer, but this can be a great way of getting first-hand feedback.

7. Go out of your way to provide amazing customer service.

Don’t let rules and policies stop you. Bend them just a tad if the situation calls for it, and make sure you provide absolutely legendary service for a customer if they need it.

Following these seven simple steps will inspire customer loyalty and show your appreciation for them in ways they’ve never before experienced.

 

 

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Five Ways to Win Over Disgruntled Customers

Every business will have to deal with disgruntled customers at some stage. What makes or breaks a business’s reputation with its customers is not avoiding every possible slip-up, which is impossible, but what a business does to repair its relationship with its customers when an error has been made. The five tips below are all ways to turn someone who’s halfway out the door into a loyal customer.

1. The business should listen. Although a business must take steps to compensate customers for their bad experiences in some way, much of the time the primary thing a disgruntled customer wants is to be heard. But listening doesn’t just make the customer feel valued. It also ensures that the issue is properly understood and can be responded to.

English: Creating lifelong customer value with...

English: Creating lifelong customer value with your affiliate marketing business. (Photo credit: Wikipedia)

2. The business should respond with empathy and understanding. It’s not enough to just listen. The business has to let the customer know that they understand and are sorry for what has happened. Stock phrases won’t cut it here; sincerity and genuine interaction with the upset customer as a human being are crucial at this stage.

3. The business should find out what the customer wants. What does the customer feel would be an appropriate response to the grievance? It may be something the business cannot grant, but asking puts a sense of control back into the hands of a customer who may have felt the loss of it. The customer’s response also provides the baseline for a negotiation as to how the business can make things right.

4. The business should respond quickly. Once the customer has been listened to and empathized with and some problem-solving has occurred, there is no time to delay. Solutions offered should be implemented fast. If there is a problem that needs to be remedied, this should be done as soon as possible. If, instead, the business response is a form of compensation, the customer should receive that quickly as well.

5. The business should follow up with the customer. In addition to speed of response, following up is a final step showing that the business is sincere about wanting to keep the customer happy. The business must make sure that the customer is satisfied with the solution.

These five steps show customers that the business cares and will effectively remedy any errors. By demonstrating to their customers that they are valued, companies will reap benefits far beyond the compensations they offer to disgruntled customers.

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Lauryn Winterson is a professional writer specializing in business, marketing, and voice of customer analytics. For more information, visit Mindshare.

 

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