Now that you’ve hired a strong team to support your business, a powerful connection with your customers is next. In a recent survey featured by Loyalty360, 32 percent of loyalty marketing respondents said they are in development with their “customer astonishment” strategy and an equal number noted that it’s “on their radar screen” to develop one. Nearly 60 percent felt that the most useful strategy for astonishing customers included recognition and personalization.
Being personal in your greetings and conversations with customers, both new and the old faithfuls, is essential. It’s important to remember that you should not only be friendly with your customers when they are happy with your product. Engagement is vital when you have an unhappy customer; you must be genuine, listening, and acknowledging.
Mike McDonnel, Vice President of Product Management and Client Solutions with Affinion Loyalty Group, said, “There can be a significant increase in a company’s bottom line, as customers are regularly willing to pay a premium for a superior customer experience.” When you are cordial and accommodating as a business owner along with your staff, long-lasting, loyal relationships are yours for the taking.
The combination of building a relationship with your customers while enacting the Sundrop Mobile Loyalty program will help your business grow and prosper. In part three of our blog series, we’ll be chatting about how you can call your new customers to action by asking for their mobile numbers.
Here are our three take-away tips:
- Be personal when greeting and chatting with customers both new and loyal. There’s a reason why when you walk into a Moe’s location the staff shouts, “Welcome to Moe’s!”
- Be engaging and accommodating when you have an unhappy customer. How you treat the situation can help a customer forget about his/her unpleasant experience and keep him/her coming back. In 2009, one man’s complaint to Starbucks corporate resulted in a happy ending for both Starbucks and the upset patron. Read more here: http://consumerist.com/2009/04/unexpected-starbucks-apology-overflows-your-rewards-card-with-delicious-credits.html
- Stay proactive. A genuine relationship that includes anticipating needs between yourself/a staff member with a customer can create a lasting loyal relationship for your business when combined with our loyalty program. The kind folks at Smackers Yogurt were able to gather 10,000 new customers in less than 90 days at a single Smackers location due to their friendships with customers and Sundrop Mobile Loyalty program.