It may sound like just a cliché, but it’s also a business fact; without your customers’ support, you’re nothing. So it should come as no surprise that when you show your appreciation with a little gratitude, this can build up bonds, and reinforce customer loyalty. What’s the best way to go about this?
Budget Your Gratitude
The first step is deciding on how to manage your customer gratitude or appreciation. This will be based largely on the size of your customer-base, and your budget. On the one hand, a small business could thank each customer personally, with just an e-mail thank you. On the other hand, a larger business could only target “high value” regular/repeat customers with a small token.
The important thing to remember is that it is not the money, but the effort put into a customer appreciation gesture that will be remembered. Taking more time or personalize, for example, may be more cost and marketing effective than a gift.
Some suggestions include:
- Handwritten notes: Not necessarily expensive, but this can be time consuming. And ALWAYS appreciated.
- Package Insert: Include just a little extra something. Even a little bit of candy is a pleasant surprise!
- Gifts/Samples: If you have a desirable product, send over a little extra! This can also be great after a customer support experience.
- Use personalized video: This is the ultimate in a personal thank you, and shows an enormous amount of effort, even if it doesn’t cost you much money. Taking the time to make and send a video always has a huge impact.
- Add discounts: Don’t go overboard with discounts, but the occasional thank you discount is a great way to ensure that people will want to shop with you again.
- Highlight customers: When you thank customers, go public! Posting—with permission—customers using the product and praising them is another great way to foster customer loyalty!