With Valentines Day just around the corner, it’s safe to say that love is in the air. While this may (or may not) be true in your personal life, have you ever considered whether your customers love you or not?
With research showing that it costs up to six times more to attract a new customer than to keep an old one, it may be time to do a quick ‘relationship check’ on your business.
In order to help you do this, we put together five ways to make your customers love your business:
Add lasting value
We spend a lot of my time here at OneSaas talking to both web developers and accountants, and we have discovered there are usually two types: the one’s who talk to their customers only at tax time or when something goes wrong and those that are true partners to their customers.
In order to move from the first group to second group and really make your customers love you, you have to add value to their business. In an interview with accounting firm Cloud Accounts, director Jodie Coleman described how moving one of her clients to cloud applications like Saasu and OneSaas saved the customer hours each month and gave him significantly better insights into the success of his business.
Jodie’s non-traditional approach to bookkeeping has significantly enhanced the way her customers do business, and as a result they absolutely love her.
Personalise your customer interaction
Last week, I was driving home from a late night at the office and I called up my local pizza chain to a get quick feed. Without having the menu with me, I couldn't remember the name of the pizza I usually order but fortunately the guy was able to recall to me the exact details of my last order, including the customizations I made (Anchovies on a pizza? Come on). I was so impressed with the service I tweeted about it, told my friends about it and am writing about it in this post.
With powerful CRM and email marketing systems now available on small business budgets, there is no excuse to not be personalizing your communication with your customers, even at scale. By integrating your online store, project management system or POS with a CRM or Email Marketing system, you can ensure customer data is always accurate and up to date so that when you send email newsletters or pick up the phone, your customer's details (such as name, address & previous orders) are at hand.
Stay connected to your customers
Frequently communicating with your customers can not only help build relationships, but can help win back repeat business by remaining top of mind.
While you need to decide the frequency you're comfortable with, every one of your customers should receive a ‘touch’ from you at least once per quarter. Email marketing software like MailChimp provides an incredibly easy way to send out email newsletters to your customer base.
If you’re new to this, it can be a bit daunting to work out what to say and how to say it. The best advice we can give you is to make sure it’s something of value (content that educates your customers on an aspect of your market is usually a winner). Similarly, there are a number of things you can do to enhance the effectiveness of your email newsletters, and our past article "Three tips for sending highly effective email newsletters" to your customers is worth a read.
Offer an ‘Easter egg’
Easter Eggs are Google’s term for little unexpected surprises, and they have them littered throughout their various products (for a full list, see the Wikipedia article. I particularly liked the ‘Let it snow’ and ‘Really Advanced Search’ Easter eggs).
While you may not have the resources to code snowfall animations into your product, there are certainly other things you can do to give your customers a little surprise.
For instance, popular online retailer Zappos often upgrades customers to express shipping as a surprise and it leads to millions of dollars worth of organic social media activity and media attention for them.
Think about some little things you could do to surprise your customers at random, you’d be surprised (no pun intended) how little things can make a big difference.
Here's our Easter egg - thanks for reading this post, use this coupon code when you upgrade to a paid subscription with OneSaas and get 20% off any subscription price, forever! Coupon Code: LOVEONESAAS -- and you can share this using the icons below to spread the love!