Thank Your Customers with Style

13.10.2017 |

Episode #8 of the course How to win business with memorable customer service by Valentina Grishkevich

 

Hi everyone! Today’s lesson usually brings smiles because it speaks about “thank you customer” ideas. And we all love to feel appreciated.

With winning customer loyalty, there is a simple rule: Do more than they expect. Tailor your offerings according to your loyal customers’ interests, hobbies, and tastes. The main point is to create a great offering that would make people excited about it. Your “thank you” can be useful in their everyday life or just evoke positive feelings.

You can cheat and pick some unknown holiday like Sugar Cookie Day to time your little gesture. Most people don’t even know about this occasion, and your gift will be highly unexpected, becoming even sweeter. Form a team of ninjas who have mastered onion-cutting techniques and start cooking!

Let’s look at some gifts and “thank you” gestures that you can grab for your business.

 

Financial Value

Introduce a loyalty program. We all love the VIP feeling—use it. Provide some real financial value to returning customers, so everyone will want to be included in your special list.

Run special promotions only for customers highly active in social networks. Find people talking about your product over social networks, and turn them into your loyal fans by granting some surprise gifts, discount codes, etc.

Send a tasty treat/flowers. Most people will love these kinds of gifts, so it’s a safe bet. What’s even better—apart from direct value—is that they bring up emotional response as well.

Present a surprise subscription/upgrade/gift card for your services. Let them feel the bonuses of having your subscription plan or upgraded package for free, and they might get used to it. A gift card works similarly, but you can make it universal so your customers have an opportunity to grant that card to someone important, passively promoting your brand.

Discount their bill (as a surprise). You can track down your loyal customers and apply a discount on their latest purchase as a courtesy, following this gesture with a “thank you” email, card, video, and such.

Send out branded gifts. The gifts should be carefully chosen and have a heartwarming touch. You can go to a indie online gift shop and find many useful or cute items.

Include a free gift with each purchase. If you can afford to do this and it fits with the nature of your product, you can include a tiny gift with each order. Indie brands love this tactic, as it adds a personal touch to their merchandise.

 

Emotional Value

Tell them something new and interesting. It could be a news feed, mailing list, or reposting in social networks. Share an exotic lasagna recipe, new Guinness record, meme of the month—anything that correlates with your clients’ hobbies and interests.

Send a welcome video for new customers. Record a short and light video to greet new customers or thank loyal ones. This tool is very powerful because it carries a strong emotional charge and helps you break the ice.

Congratulate on their birthday/promotion. If you happen to know about important events in their lives, you can send congratulations to add a bit of joy to their day.

Write a useful/entertaining book. If you happen to write a book, present it to your loyal fans! Signed by you personally, this gift will be cherished like a relic.

Give a surprise call. If you find an occasion (and a telephone number, of course), you can talk to your loyal fans directly. Discuss everyday life, their goals, and achievements.

Spend time together. You can organize a special event (like a movie night) dedicated to your anniversary, for example. It is a neat opportunity to talk to your fans and find out more about their tastes. Adding nice details like a photo booth will help create precious memories.

In this lesson, we’ve covered only a few of the opportunities to thank customers. I hope they’ll inspire you to find more. Tomorrow, we’ll discuss customer satisfaction metrics and ways to gather them.

See you later!

Valentina

 

Recommended book

Giftology: The Art and Science of Using Gifts to Cut through the Noise, Increase Referrals, and Strengthen Retention by John Ruhlin

 

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