To be awarded customer loyalty we need to create trust and to achieve trust we must have a consistent emotional connection to our customers. Many studies have concluded that a simple ‘Thank You’ is one of the most powerful mechanics to inspire trust and strengthen relationships of all kinds.
Saying Thank You to your customers is likely to inspire feelings of:
A higher level of self-worth
A greater desire to shop again
Appreciation of being needed as a customer
More socially valued and part of a bigger cause
Try some of my simple tips to spark an emotional connection with your customers today:
Find out who shopped this week and send an email to say Thank You
Send the top 10% of your customers a reward and if you have the right data, make it relevant to their purchase history
Ask for an opinion on a product range or marketing campaign
Give your most valued customers an unexpected gift; flowers, chocolates, a table for 2 at a restaurant or a handwritten card
Give your CEO a list of your top 10 customers and ask them to call each one to give a personal Thank You
Showing gratitude is easier than you think!
I wonder what would happen if we did this in our personal relationships too...