Looking at all these larger companies and to see the level they are at with their endless customers, that did not happen for them overnight. You may notice once you get the ball rolling and have a product or service it's not too hard to get someone to pay attention, the difficult part is to have their retention. What we mean by this is once your prospect purchases from you and becomes a customer you now want to retain them. To scale your brand to a long term business you are not looking for just one time purchases, you want to retain your customers to come back and convert them to be loyal customers for life. Put yourself in the buyer's shoes, what would you need to experience to be loyal to a company? Think of that brand you purchase and swear by right now? What is that product and why are you so loyal to them?
There are multiple factors that help persuade buyers to purchase and stay with a company, things such as the actual product or service, the quality, reviews, branding, referrals the list can go on forever. Here are a few basic tips for you to get started, help personalize your customers experience ;
Email listing collect and connect
Once a customer purchases from you don't end the relationship there, make sure to collect their email and keep in touch with them through mailers, promos and more. Just as when you meet new people and network you wouldn't just let them go without getting some sort of contact information. Same concept grow and leverage that relationship not to mention these emails can benefit you in far more ways such as facebook ads, lookalike audiences, case studies and more.
Use social media to your advantage, encourage customers to connect and interact, little ways like getting them to tag your products and resharing their content. Or even something as small as liking and responding back to their comments, creating that personalized relationship and connection. With social media you can really connect with customers and even prospects you should utilize it to share day to day behind the scenes, going that extra step that other brands are showing or doing.
Customer follow up
This is a big one that will increase the personal connection for your customers, depending on the size of your business after your product or service has been given you should follow up with them within the first 7-10 days. You can call them directly to ask how they like it, and if they are satisfied. To scale you can even have automated emails which follow up to check in and you can then also encourage a review. It is best to get a review when the product or service is new and the customer is most satisfied and excited about it. Now the follow up didn't just leave a good impression with the customer but also made them feel appreciated not to mention the review will help your brand build a reputation and increase conversions.
These are just some of the few ways you can implement to connect with your customers. Check out our blog on touch points and the customers journey to really take a deep dive into all the parts you can personalize for your brand.