This time of year commonly brings to mind thoughts of turkey, pumpkin pie, and gratitude. That’s right, it’s the season of thanks, and we wanted to take a moment to reflect on the significance of those two little words. There is power in “thank you,” and it’s vital to harness it when it comes to your customer service strategy.
It’s one of the basic principles we are taught as children: always say thank you. Throughout our youth, we are often reminded (and scolded should we forget) to say thank you or show gratitude anytime a kindness is rendered. It’s a simple and cost-effective (free!) sentiment to relay, but it can make a big impact when it is said– and an even bigger one when it isn’t.
We know it’s not the first time we’ve mentioned that in this digital age, your customers have more options than ever for fulfilling their needs. Price and product are only part of the equation now; with a few swift taps of their fingers, your customers can access your competitor’s business right as they are negotiating with you. The customer service you provide can be a differentiating factor in a world of relentless competition and endless customer reviews and comparisons. Now is certainly not the time to forget to thank your customers.
There are many ways to show your gratitude, but here are a few tips for harnessing the power of “thank you.”
Humanize your interactions
Thanking your customers can provide them with a glimpse behind the curtain to see the human side of your operation. Whether you thank them verbally or in writing, make sure your “thank you” reflects the personality of your business. A thank you “note” of some sort should be a standard part of your fulfillment process.
Give them what they really want
Does anybody really want a cheap keychain or a sticker? (Depending upon your business, the answer could be yes!) It’s important to think about what your customer would really want. Incentives can be very attractive to your customers, especially during this time of year. Offering an incentive lets your customers know that you appreciate their business, and you are ready and willing to serve them if they want to come back for more. Ideas for incentives include discounts, freebies, upgrades, or insider tips and information.
Make it genuine
However you choose to thank your customers, be sure you’re doing it in a genuine way. Address them by name and if you are able to, reference the services or products they purchased from you. Personalization goes a long way to let your customers know that they matter as individuals, and not just contributors to your bottom line.
To learn more about EMS, Inc. and the services we provide, please visit www.emscrm.com.