Engaging with your customers between purchases is absolutely crucial to strengthening their attachment to your brand. Many businesses lose customers simply because of their lack of customer engagement. The truth is that while consumers need businesses in your industry, they don’t need your specific business as much as you need them. Because of this, businesses are moving toward a more connection-based approach to their customer relationships.
Customers are people and people feel loyal to anything that creates an emotional connection for them. You should consistently engage with your happy customers to ensure your business stays at the top of their mind when they’re in need of your services again. Allow your customers to feel connected to you through meaningful engagements, instead of just sending an email with no real purpose. If you’re stuck figuring out how to effectively engage with your customers, try these simple tips:
Send a Follow-Up Email or Text
After each service you or your employees complete for a customer, send a quick text or email thanking them for choosing your business. This process can be easily automated through FreshLime, so you don’t have to worry about manually engaging. Your customer will feel appreciated and they’ll connect with your business knowing that you took the time to thank them for working with you.
Share Specials and Coupons
Do you have an upcoming deal planned? Are you offering a discount on one of your services? If so, let your loyal customers know! After all, loyal customers are more valuable to a business than new customers, so why not reward them for sticking with you? When you send out an email letting your past customers know that you’re offering a discount on carpet cleaning or auto repair, they’ll be much more likely to choose you. First of all, they’ve worked with you before so your business is familiar to them and if they can get your great service at a better price than usual, it’s a win-win!
Keep Customers in the Loop
Allow your customers to feel informed and involved in your business. If you’re making changes to a certain product or service you offer, or releasing something new, keep your customers in the loop! Send out an email letting your loyal customers know that you’ve improved your processes and you want to show them what you came up with! Or let them know that you’re offering a new service (and maybe give them a discounted price for trying it out.) Whatever it may be, keep your customers in the loop so they feel connected to your business.
Engaging with your customers between purchases strengthens their emotional attachment to your brand, and builds trust between your business and them. Keep your engagements worthwhile and consistent and see for yourself how much your happy customers will appreciate it.
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!