Are you there for your customers? Truly?
Building 1:1 relationships with your best customers starts with being there for them. An easy approach is to think of your customers as valued friends. A great friend remembers details about the other person, remembers things they have done together and suggests relevant new experiences the other person might like. A great friend is helpful, reliable and loyal. These rules also apply to business relationships.
Easier said than done in our omni-channel world, right? Experiences are often fragmented plus customers can feel like they are not valued. The ever growing list of customer touch points (websites, customer support, social media, direct messaging…) creates a challenge for business leaders trying to portray a consistent, on-brand experience.
Amidst your omni-channel tactics, you can still show your customers that you value them at an individual level.
And whether you have 10 or 10,000 customers, reaching BFF status is easier than you might think.
Here are 4 ways to build a 1:1 relationship with your best customers:
1. Say “hi” + show them around. Welcome returning customers to your digital properties. On your website, a simple “Hello, [FirstName],” goes a long way. It lets your customer know you recognize them (and indicates that they are logged in). If you track digital activity, display their history to make it easy to return to favorite content. Consider adding “You might also like…” recommendations based on what they viewed or placed in their cart. Capture this data and send it directly to customers in an email, just make sure it is easy to take action on the next step.
2. Offer help. Display your “help” tool in an easy to see place and make sure it is stocked with tips addressing your FAQs. Take it to the next level by serving up a few of those FAQs when a customer pauses on a page.
3. Get social. Segment your social posts. Announce a new product to those who match the target customer profile. Chat about the weather with those in your geographical region. Most social platforms offer segmentation options based on data already collected.
4. Keep in touch. Show you value your customers as individuals with a personal note. Thank them for their recent business. Recognize an anniversary or birthday. Send a holiday card. Personalized notes show customers that you think of them as an individual, not just an account number. Create stationery that really speaks to your customer and fully represents what your brand can do for them via Red Stamp.
Implement these + you will be well on your way to BFF status with your best customers.
Partnership lead at Red Stamp, Christa Haeg blends strategy + creativity to help businesses stay in-touch and on-brand with custom stationery collections.
Photo courtesy of Chief Crow Daria.