Co-Founder and Managing Director at Edkent Media, a boutique digital marketing agency servicing local, startup and enterprise companies.
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Feeling unappreciated may nudge your customers to take their business someplace else. Remember, consumers tend to look for brands that will value them and earn their loyalty. This is why customer appreciation is crucial for almost every business, whether it’s a startup or a well-established brand.
A customer who feels happy, appreciated and satisfied is more likely to come back for more, and they will be more likely to spread the word about your brand. This helps you build your reputation.
Here is my advice on what you need to know about customer appreciation and how to show it.
Understanding The True Meaning Of Customer Appreciation
Customer appreciation involves expressing gratitude to your clients or customers and making them feel valued, seen and heard. Businesses that show appreciation to their customers every day strengthen their relationships, which can result in increased loyalty, retention and referrals.
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When you appreciate your customers, you also create a positive momentum within your business. There are various benefits of feeling expressing gratitude that can uplift your work environment.
Here are some ideas on how to show that you appreciate your customers.
Send A Handwritten Note Or Letter
In the age of texting and social media, most people no longer mail handwritten notes or letters, and if they do, it’s usually only on a few special occasions. You may receive a thank you letter from a friend for sending a wedding gift or a condolence letter on losing a family member, for instance.
Email is the primary way that most businesses connect with their customers, and it may not necessarily be meaningful. As an alternative, try writing a nice thank you note. They may be more likely to open a physical letter compared to an email. When your customer receives your mail, their joy may be as tangible as the letter itself.
In your letter, try to be specific and honest about what you are grateful for. A business is ultimately a group of people, so explain how your customers make a difference not just to your business but to you. This can be very powerful.
Enlighten Your Community Daily
Provide your clients with guidance on their most challenging tasks. Try not to shy away from complicated issues like mental health, if they’re relevant to your industry. Be sure to include compelling, actionable advice to make it stand out.
Thanking customers by educating them is one of the most rewarding ways to achieve better outcomes. Being creative is the key. If you are a dog walker, consider sending a video explaining to your clients how to leash train their dogs. If you run a wine bar, organize a wine tasting and cooking class with a local chef. Never undervalue your expertise. Your customers will appreciate you for showing them the same appreciation.
Provide Proactive Customer Service
Giving a gift to your customers is not always the best way to express your appreciation. Strive to anticipate problems and issues that may arise to show gratitude for your customers.
Center your efforts around solving the specific pain points of your customers, whether that is through content marketing or customer support. Take note of the behaviors that drive their interactions, and try to identify the root cause of any potential problem to predict your customers’ needs before they become an issue.
For example, if you notice that a customer has opened your last three or four email newsletters related to insurance, try reaching out with some general information like health statistics about their local area. From there, you can highlight their coverage options as well as your promotional offers, bundle deals, etc.
Consider the customer’s perspective and anticipate possible pitfalls by using your social sensitivity and compassion. Aim to be helpful and friendly. According to PwC, “nearly 80% of American consumers point to speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience.”
In Conclusion
By implementing some of these ideas, you can create a more professional customer appreciation strategy. All you have to do is sit down with your team and plan out ways to thank your customers daily.
Formalize guidelines for your customer appreciation ideas and prioritize them accordingly. I recommend starting small and delighting your customers by simply saying thank you now and then.
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Author: Kenny Tripura, Forbes Councils Member
