Your customers probably aren’t the first people who come to mind when you think about Valentine’s Day, but they should be! Or at least a close second. Retaining your customers is like dating, you need to impress them and hope they show interest back. We at the Better Business Bureau Northwest & Pacific want consumers to have a good experience in the marketplace, and businesses to retain their customers.
According to Salesforce.com, 80% of customers say the experience a company provides is as important as its products or services. Providing a connection your people can relate to, is an essential part of sales. Here are some tips from the Better Business Bureau to help keep your customers feeling connected and appreciated.
- Feature a customer on your social media channels. If you have a success story with a client or someone who was simply satisfied with your product or services, ask them to share their experience with others. This shows you value their experience and testimonial.
- Do you have long-standing customers or clients you’ve done repeat business with? Consider stopping by their house, place of business, or even just picking up the phone to say thank you. The more sincere the gesture the better. If you don’t have time to call or stop by, consider putting something in writing.
- Respond to Reviews. Take the time to respond to all positive or negative reviews you receive. Every review, good and bad, deserves a response because they are equally as helpful to your business. Respond timely, appropriately, and with a first-person perspective. If it is a good review, a simple “thank you” is fine. If it is a bad review, make an honest effort to resolve the issue. Do not engage in an online dialogue, always try to take it “offline” and respond more personally via phone or email.
- Everyone loves food. If your business has a storefront, put out sweets or other tasty treats in your waiting or lobby area. If your business is on the road or at home, consider leaving your customers with something as simple as a piece of chocolate to show your appreciation.
Let your customers know you appreciate them all year long to boost consumer confidence and keep them coming back. By using these opportunities, you will build loyalty. For more information on customer reviews and creating trust in your business go to bbb.org.