Investing in customer service is a powerful marketing strategy as loyal customers will help you acquire new customers, free of charge, by convincing prospects to interact with your brand. Their positive testimonials will be more effective than any of your current marketing efforts — and cheaper, too!
Most people relate to each shopping experience by having either recommended stores with good experiences or complaints about the ones they didn’t like. Therefore, your customers’ experience should be number one on your list of priorities. Of course, not everything will always go according to plan. However, when there’s an issue, ensure to turn your problems into opportunities and solutions.
In addition to good customer service, you can keep customers happy by providing incentives and getting them to feel invested in your brand. Here is a list of ways to gain some goodwill from the community that keeps you in business.
Give customers a reason to come back. If you can capture customer data, send an email expressing your gratitude or text along with a coupon. You may also encourage them to return sooner rather than later by making the coupon time bound.
Provide value. This can be in the form of outstanding customer service, customization of experience, superior quality of goods, fast and/or free delivery, all the above, or something completely out of this world that no one else has thought of yet.
Incorporate referral and social media sharing. Incentivize your customers to spread the word to others about your products or services by offering a discount or gift if they share two referrals or social media posts.
Reward loyal customers. Offer a loyalty reward period for those who have been supporting your business by giving more discounts based on when someone first began shopping with you. Instead of only rewarding customers for their consistency, this will also help bring early adopters back sooner or more often.
If your customers receive high-quality service or products coupled with great customer service, then they will definitely spread the good news to others.
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