Competitors want your customers! How do you bullet proof your business?
Let’s face it, there is very little new under the sun. Your competitors have the same or similar products and services, they promise the same or better pricing, and everyone says they believe that customer is king, including you. So how do you keep your customers coming back, and differentiate yourself?
Including these three things into your process is easy, with excellent results. They quickly increase your customer satisfaction and, more importantly, your bottom line. You’ll be pleasantly surprised. So how do you keep customers coming back for more and sharing the good news, resulting in more business.
CONNECTIONS WIN OVER RAW TALENT
Technology is great! AI, data, personalisation and everything Tech constantly evolves to reduce costs and maximize efficiency, unfortunately with it, personal attention has fallen by the wayside.
Email, WhatsApp and Skype pretty much take care of communication. It’s wonderful, we don’t need to leave our offices (sometimes homes), we write and send emails at all hours of the day or night. We can do this from the office, catching up on admin in the comfort of our couch while watching the latest series, we can even do it from the beach. Convenient for us, but it’s decimated the human connection and with it goes loyalty.
“If there are two starving artists and both are extremely talented, but one of them is friends with a king, who is likely to do well? It doesn’t matter which one of them knows how to paint better, the one who is friends with the king will have an easier time selling his art” – Unknown
At the end of every buying decision is a human being that, despite products being relatively similar, will choose one over the other. The old saying stands. “It’s who you know, not what you know”. The customer that knows you personally, trusts you more, and as a result is more inclined to come back to you and less inclined to go elsewhere.
“Get to Know your Customer Day” is a Thing
The third Thursday of January, April, July and October is “National Get to Know Your Customer Day”. It should be obvious. Getting to know your customer and staying in touch keeps the golden thread of connection between your business and your existing and past customers.
It’s a day or evening set aside which reminds business to reach out to customers and get to know them better. It’s an opportunity to make your customers feel they are important. When you get to know your customers, you get inside information of what you need to do to meet more of their needs.
In the past businesses were locally owned and operated. Owners knew your name and your shopping habits. They knew what you wanted to buy, and if they didn’t have it, they were willing to get it. Getting together with your customers creates the opportunity in a relaxed setting, to ask your customers the million-dollar question. “Is there one thing you can think of that would make doing business with us better?”.
When you start listing to what your customers are looking for, you find out what products and services they like and need. You know yourself, “Out of Sight, Out of Mind”.
For simple to extravagant “Get to Know your Customer” events, GET IN TOUCH. And it doesn’t need to be the Third Thursday either.
Say Thank-You, Surprise & Delight
When last did you receive a thank you note on stationery or a gift when it wasn’t Christmas? Handwritten, in an envelope with a stamp (Contrary to perception, our postal service does work).
You’d be surprised the delight people feel when they receive physical notes. It’s guaranteed to be opened, read and remembered as opposed to the email you sent that got lost in a full inbox. Send a surprise “gift” when your customers are least expecting it. Nothing gets you noticed more than doing something unexpected. Everyone sends gifts around the holidays. Be different. It doesn’t need to be expensive, just clever.
Customers prefer to work with companies that give back. What is your company doing to make the world a better place? Becoming part of a cause or participating in a charity has become important to customers. You can even get them involved as part of your Getting to Know your Customer strategy.
If you are looking for a cause, Blue Velvet works with Rhino Connect, a registered NPW and arranges experiences and rhino conservation weekends s for companies for their teams and top customers. We also started the Milk Fund for Orphaned Rhino Calves.
To find out how you can get involved, have your own experience or join one of ours, try one of our Rhino Moon weekends, GET IN TOUCH. In closing, remember, the customer experience begins with the employee experience
Sir Richard Branson, rated as one of the world’s most successful entrepreneur says, “By putting the employee first, the customer effectively comes first by default, and in the end, the shareholder comes first by default as well.”
All three tips should be applied to your employees as well. Acknowledge them and get to know them. A year end lunch celebrates the past year, business happens throughout the year.
Spending an afternoon getting to know your employees and enabling them to get to know each other, you build rapport and gain insight into what’s happening at the coal face. Which can ultimately make or break your business. Right now, is the best time to plan your first Getting to Know you function.