The kind of experience that customers get with your business will decide whether they will return for more purchases/services and be long-term customers or not. Hence, “Customer Experience” is something that you should not leave to chance. The personalized the customer experience is, the better are your chances to retain the customer, apart from quality products/services.
You don’t have to do anything complicated or big to personalize the customer experience, it also doesn’t mean just being nice to them. You must know your customers in deep, pay attention to the details, and provide a wholesome experience that will entice them to come back for more. Let’s see how you can use the details to personalize your customers’ experience:
- Know more about your customers:
The first step in giving a personalized customer experience is getting to know the basics of your customers. It can be anything like memorizing their full name, noting their purchasing habits, remembering their experience with your business. This little information will help build a good relationship.
You should know about their needs and wishes, what they want to have in life. Don’t go overboard to know all things about them, they should not feel like you are stalking them. In this digital age, you can take the help of customer database, performance analytics, event-based tracking, etc. to learn about your customers and then give a personalized experience.
- Listen to the customers’ needs:
This is an important aspect of customer relationships. One way to know your customers that you are listening to them is to respond to their online reviews. They should know that you care about what they are saying; it is not only courteous but also good for your online reputation. What they say on review sites and social media will give you an insight on what your customers need, so that you can use that information to drive your business. You can take surveys, polls, asking them on checkout, etc.
- Send out personalized emails:
When the customer opens their mail after they have ordered something online or purchased from your store, they are surprised to see a follow-up correspondence mail from you that includes their name and thanking them for their purchase.
Such small actions will help you earn their loyalty and make the customers feel special. You require little effort in this activity as most of them can be set up for an automated response. You can mail customers based on their specific actions or lack of them, but do mention their names in your mails.
- Repay your super customers:
There will be some customers, who have been doing business with you for a long time, recognize such loyal customers and make them feel special by giving a gift card or discount coupon. You can show you care about your customers by sending out birthday cards, wishing on their other anniversaries or appreciating them on their achievements. You can give a shout-out to them on social media to acknowledge their business with you.
- Appreciate their time and feedback:
You get to know what works and what not when you get customers’ feedback. This is a valuable knowledge which will enable you to stay updated in the industry and with recent trends. Hence, make them know that you value their response by replying a “Thank you” message or giving a coupon. It can be a good positive step for earning their loyalty.
If you want to retain your customers and enable free word-of-mouth positive publicity about your business, you need to provide great customer service, personalizing it will make them feel special.