4 Unique Ways to Keep Customers Coming Back
Nothing turns off customers faster than poor service. As with many recent, high-profile examples, sometimes it can turn them off to the point of abandoning a brand entirely. Conversely, there are few things better for a company’s reputation than customer service that goes above and beyond. What conclusion can be drawn from this? Customer service is, and always will be, king—no matter the industry, company, or product. And with so many choices available today, brands need to think outside the box to stand out and truly wow and win over their customers. Here are a few ways to do just that.
Offer something different
Want to be more than just a retailer? Become a resource. Be someone your customers depend on when tapping into trends and looking for must-have items. You can start by striving to stay ahead of the curve on special offers. For example, you can help customers feel like they’re well taken care of by partnering with a third-party provider on the best warranty protection plan on the market. In addition to special offers, think about what your customers are truly looking for and how you can fill that need.
Think beyond ‘How may I help you?’
A customer can feel it when you’re circling for the sole purpose of ‘the sale.’ But how will this potential purchase help that customer in his or her daily life? Create trust by offering a personal anecdote about yourself or someone you know who has used the product. If you come across as helpful rather than self-serving, it can help build brand loyalty over time. If coming up with a personal story about using your company’s products is difficult, ask for a few from your team.
Appreciation is everything
A post-purchase ‘thank you’ is always appreciated, but an unexpected ‘thank you’ goes a much longer way in attracting customer loyalty. These simple gestures remind customers that you acknowledge your business would not exist without them. Think of unique ways to say it, like surprise discounts at checkout or unique product offers—and say it often. Don’t default to email for this kind of recognition, which can be quickly disregarded. The more personalized, the better.
Keep it natural
It’s important to keep channels of communication with customers open, but it’s also important to keep these discussions casual. Again, the idea is that customers don’t want to feel like they’re being sold to. Whether reaching out to long-time patrons or approaching new ones in the store, it’s always best to approach the conversation as if it were two friends talking. To do this, think about coming across as professional, not stiff or scripted. Customers who come away from the conversation feeling like they’re in a positive, supportive relationship, and not like they’re merely part of a business agreement, are more likely to remain loyal.
There’s no doubt about it, solid customer service can’t be beat. But it’s not enough to just be nice; you need to think of ways you can go the extra mile. Just when you think you’ve done everything you can, think again. Put this into practice and watch your brand loyalty grow.
Paul Dobbins is National Director of Sales & Account Management for Fortegra Financial Corporation. Fortegra and its subsidiaries comprise a single-source insurance services provider that offers a range of consumer protection options including warranty solutions, credit insurance, and specialty underwriting programs. Delivering multifaceted coverage with an unmatched service experience for both partners and their customers, Fortegra solves immediate, everyday needs, empowering consumers to worry less and Experience More.