In the last post, I explained that: Many studies have revealed that successfully rectifying angry customers’ issues will magnify their brand loyalty more than happy ones!
Since Halloween is around the corner, allow me to disguise as Dr. Phil for a second and explain why this statement is so true:
Angry customers who are well attended to receive a much needed affirmation of their value and importance.
Feeling valued and appreciated is an ingrained human need in everyone, including your customers. If you succeeded in genuinely fulfilling that need, you will win them over.
In the case of angry customers, you become reactive to a customers’ complaints. As you rectify their issues, you are implicitly sending them the magical: “You are important to me” message. If you want to reap the same rewards with happy customers, you need to be proactive in your approach.
Today’s article will answer the following question: How To Turn Happy customers into ecstatic brand advocates?
The brief answer is: Proactively send them the magical customer loyalty boosting message “You are important to me”. Let’s discuss how you can achieve that worthwhile goal in detail…
1. Offer Selfless Acts of Kindness
You need to focus on creating emotional bonds with your customers and kind gestures can go a long way in that regard.
For example, if you know your customer’s birth date, you can, with the help of a software, send them a nice, personalized happy birthday card.
In addition, you can always send them e-cards on special occasions such as Christmas, New Year’s Eve…etc.
Selfless acts of kindness can effortlessly magnify your customer’s loyalty. Just make sure to keep them
2. Make Your Customers LOVE Your Product!
Do your customers know the ins and outs of your product? Are they well aware of how to use it to the fullest?
You can easily find out by regularly sending them follow-up emails.
In addition, you can send them ideas and practical examples detailing different uses of your product.
Sharing this information with Garious customers will make them fully appreciate the value of the product and will draw their attention to new and interesting ways of utilizing it.
3. Are You Giving Customers The “Elite” Treatment?
You need to make your customers feel that they are receiving special treatment. Here are some ideas:
Hold regular Q&A sessions on your Facebook page exclusive to your customers (This technique has the additional advantage of boosting your brand’s visibility on your customers’ Facebook walls)
Depending on the nature of your business, you can give your customers your private phone/email. This tip will not work for all businesses, but you can still think of any special reward to give your customer. For example, you may send new customers your private email to let them know that you sharing it with them exclusively to be readily available when they need you. This simple act can go a long way in making them feel special
Pampering happy customers will turn them into sincere brand advocates. As a result, they will most likely spread the word about your brand on their own. Still, you can, after establishing the bonds of trust, explicitly ask them to become your brand advocates and they will be happy to do it! Even more importantly, you can guide them to specific ways of promoting your brand. This will be a topic of an upcoming article in the series.
On top of that, offering exceptional customer experience will immunize your customers against being drawn to your competition.
What’s your take on the above tips? What other proactive techniques can you suggest to send happy customers the “You are important to me” message? Your valuable contribution is much appreciated.
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