Walt Disney said, “Do what you do so well that they will want to see it again and bring their friends”. He hit the nail on the head! You have to make your customers want to keep coming back and tell all of their friends about the product or service you offer. In order to do so, you must create satisfied, happy customers. Here are 3 tools you can use to create consistently happy customers for your business.
Most managers and businesses don’t do surveys very well – creating many of those customer surveys gone bad stories. Surveys are great tools that allow you to understand your customer perception, and build actionable feedback into your product or service. In addition to feedback on your product or service, you will also get perception and useful customer data that can inform you of your customer’s relationship with your company. When you get a survey back that identifies an unhappy customer, immediately reach out to them affirming the feelings and concern they have. You might not be able to change what they don’t like, or the problem that has happened, but your response is something you can control. Regardless of your approach, you will make them a happier customer by showing them that you value their feedback. Then you can apply the data to your product or service creating better experiences next time.
2. Social Media
Social media can be a very effective tool for making your customers happy if used correctly. Before you get started with social media, be sure that you know your customer demographics and social media demographics. Don’t jump onto any platform without knowing where your customers cluster. If you’re not sure how to gather this data, be sure to connect with us to get actionable data and insight about attracting and retaining customers with social media. Once you have created a presence on social media, you need to listen carefully to what your customers are saying. Don’t panic though, you don’t have to sit and stare at your social feeds waiting for someone to say something. You can set up conversation alerts with tools from Hootsuite or HubSpot. By using specific keywords, you can monitor what others are saying and be alerted so that you can respond to them. Being available is key so be sure to have someone available to respond quickly. You can also create a community to provide support and give tips on social media. By interacting with customers quickly and sharing your expertise, you’ll be sure to delight them.
3. Marketing Automation.
Marketing automation is software that is designed to automate marketing and help you streamline your marketing tasks in a more efficient way. It allows you to engage your customers with relevant content that leads to more revenue. Instead of sending a generic email to your list of 1,000 people, you can use marketing automation to send a personalized email related to what the person is interested in. Keep in mind that you don’t want to burn your list, meaning that you don’t want to annoy your customers to the point they unsubscribe from all of your communications. To prevent annoying your customers, let us give you an idea of what delighting your customer with emails looks like.
- Your customer downloads an eBook about a service of yours that they have never used.
- You send a thank you email for downloading the eBook.
- A few days later, you send them an email offering a case study that is related to the eBook they downloaded.
- When the customer downloads the case study, your sales team will get a notification and they can follow up with them to answer any questions that they may have now that they are further in the buyer’s journey.
As you can see, the information they are receiving is much more personalized to their interests. It would anger a customer if they kept getting emails about services that they already partake in so make sure that you use marketing automation to give a more personalized experience that will delight them. You can also use marketing automation in your loyalty programs. To learn how New North uses marketing automation to increase the effectiveness of loyalty programs, check out our recent article, How We Do Loyalty Program Management.
So there you have it, 3 simple tips for making customers happy. If you are having issues retaining customers, reach out to us for a no pressure conversation about how we can help or download our eBook on kickstarting your customer retention.