Love Thy Customer: Let Us Count the Ways

Posted by: Today's Tip Contributor on April 27, 2011

When was the last time you were truly delighted as a customer? A colleague of mine was given a cookie after she bought her daily lunch at our favorite local deli. Another received a card from a store on his birthday. These were both little, unexpected things that resulted in a positive customer experience. Here are some other ways to wow your customers and show them how much they mean to you.

1. Provide an experience, not just service. Have your customer service team do more than just answer questions. Have them play an active part in educating and empowering your customers on how to best to use your product via webinars, one-on-one startup sessions, or writing blog posts.

2. Shine the spotlight on your customers. Whether it’s posted on your website or on a bulletin board in your shop, people love to be recognized for what they do.

3. Give presents. Who doesn’t love a present? In the past few months, we’ve received chocolates, popcorn, t-shirts, and a big box of cool promotional stuff. Not that our love can be bought (though really good chocolate might do that), but each of these stood out not for their price tag, but because we were excited to receive them. Start simply by sending a personal, hand-written note to thank a customer.

4. Be a good listener. Find out where your customers spend time online and then use tech tools to monitor what they are saying about your company. What if unhappy customers tell thousands of Twitter followers about their negative experience with your company, rather than telling you? If you are there to hear the complaint, at least you have an opportunity to reach out, learn more about their concerns, and attempt to smooth the situation.

You want your customers to have a good experience with your company, so you should actively work to give them one.

Michelle Riggen-Ransom
Co-Founder and Chief Communications Officer
BatchBlue Software
Providence

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