54% of consumers agree they have higher customer service expectations than they did last year, so it’s important for businesses to keep customer interactions fresh. Consumers don’t want to receive the same message from your business that they do from everyone else. Thinking outside the box and finding new ways to keep your customers interested in the message your business is sending is what keeps that relationship intriguing to your customers.
Get the Business Owner Involved
Let them hear it from the horse’s mouth, so to speak. Adding the personal touch of getting the business owner involved in the messaging you are sending to customers allows them to feel more connected to your business and shows them just how important they are to you. As a business owner, you should post how-to videos, live videos, thank you messages or other interactions to your customers monthly. This keeps your business relevant and puts a face to the one behind it all.
Send out Birthday Emails or Texts
Everyone loves to feel special, especially on their birthday. Showing your customers that you are thinking of them on their special day goes a long way. Automating the process of sending out a birthday card via email, or a quick text message wishing your customers a happy birthday builds a stronger relationship with them and is the extra touch that consumers are increasingly interested in when it comes to customer service expectations.
Highlight Customer Feedback
Your customers thanked you, so thank them back! Highlighting customer feedback showcases your great work to others and also shows the customer that you care about what they have to say. I left a positive review after a great experience with my children’s dentist, and the next week I received a handwritten thank you card in the mail, signed by several people in the office. That kind of gesture really doesn’t take much time on the end of the business owner, but it’s impressive to their customers. Simpler ways to highlight customer feedback would be through showcasing reviews on your website, sharing customer feedback on your Facebook page or Instagram stories, and using customer comments for your marketing collateral.
Offer Deals, Coupons and Surprise Upgrades
We all love a surprise deal, don’t we?! Whether it’s for your customer’s birthday, your business’ birthday, a holiday or no reason at all, sending out coupons and deals to your valued customers is a great way to keep them coming back. Demonstrating appreciation to your customers is a stepping stone to achieving exceptional customer service, and what better way to appreciate your customers than through a great deal that brings them back through your door?
Today’s consumers won’t let businesses get away with mediocre service, because they have so many options available to them. Help your business stand out by reaching customers’ high expectations in regards to great customer service.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!