Gratitude is one of the greatest tools available to enhance customer loyalty and build brands.
As a brand, your business relies on customers, and your goal (presumably) is customer satisfaction. So when’s the last time you let your customers know you appreciate them? Unless you have an actual customer appreciation strategy in place as part of your marketing efforts, it’s probably been a while.
Expressing gratitude is easy. Even if you don’t have a full strategy in place, just take a couple minutes out of your day to write a thank you card, send a quick text or email, or even pick up the phone and say thank you to your customers.
When customers love a product or service, or when a brand exceeds customer service expectations, many take to social media or referral sites such as Yelp to share their experience with the world. Your brand can further express gratitude and also leverage your customers’ positive social media shares or testimonials by responding with a thank you.
Need an example? Check out this blog about a positive experience with a brand (New Balance in Cardiff, CA) and be sure to notice how New Balance took their customer appreciation a step further with adding yet another “thank you” to the author in the blog comments: The Power of Thank You.
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