Just a quick post, as it’s not much (in terms of what to do), but means a lot to your customers.
You know when you sell someone something, probably via some automated ecommerce site these days? Is that usually the end of the process for you?
How about a follow up email (not automated), or a phone call (if possible) asking how it went, or how the product is?
You see delighting your customers is about the best thing you can do to keep them customers and keep them coming back.
One core thing missing from automated ecommerce transactions is the feel good factor. If you’re having a bit of retail therapy, out in the high street, one of the reasons that can actually feel good is because you get to meet someone, take the product with you and use it straight away.
It’s not the same when you purchase online. Here, you help yourself, hope to goodness it’s not a rip-off, and then have to wait for the product (if it’s physical), or download or license key. You’re on your own, and if anything in that process goes wrong (inserting the license key, for instance), it’s a cold lonely existence.
Now, how about you get that phone call, or non-automate email? Just when you need help. Or just when you’re done? It’s personal, it shows you’re willing to go the extra mile. If you have a great product and you’ve made the extra effort, you can make that customer feel special. That’s something you can’t buy.
Maybe this doesn’t work well in your business model; in which case find out what can work for you.
Going the extra mile and making your customers feel great about doing business with you is the first step in creating life-long supportive customers. And a customer who is with you for the long-haul is an evangelist too. That’s having your cake and eating it.
What have you done to delight your customer today?
Image Credit: Delight by PinkMoose on Flickr. Creative Commons Usage.
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