Published on Tuesday 09 June 2015 in The Shoestring Marketing Blog
How to WOW your customers on a shoestring!
Great news! If you want to steal a march on your competitors and turn a happy customer into a raving fan, you don't have to spend huge sums of money or even radically overhaul your products and services. You just need to WOW them with the small stuff...
- 1 extra act of real thoughtfulness
- 1 extra minute of your time
- 1 extra check to ensure everything's okay
The impact of that one little extra causes customers to say 'WOW'...
...that's what I call an amazing service.
...that's so lovely, thank you.
...that's fantastic. I didn't expect that.
...that's so thoughtful of you.
...that's such a weight off my mind.
....you didn't have to do that but it's so appreciated.
The best little extras meet the following criteria
- They're instantly noticed and valued by your customers.
- They're quick and easy to implement.
- They cost little or nothing.
- They're implemented consistently, not just when you're in a generous frame of mind or when you have the time.
- They always put a smile on your customer's face.
Grab half an hour and jot down your answers to the following...
- What WOWs did I deliver yesterday?
- What WOWs will I deliver next week?
- What WOWs could I deliver in the future?
- Do I have enough of the WOW mentality?
- How will I put WOWS on my agenda and ensure they stay there?
Your customers want to feel and believe you really care about them at every stage of their journey. Taking a little time to send that extra email, make that extra phone call and so on is time well-spent. Paying genuine compliments and making the effort to build rapport with your customers will not go unnoticed.
I recently conducted an informal survey for a client to find out what some of their customers thought about the service they received from their mobile engineers. Although most of the feedback was complimentary, a customer commented that one engineer always seemed to be in a rush. He did not introduce himself or call into the office when he had finished a job. When I spoke to the engineer he confessed that engaging in such pleasantries had not occurred to him. Yet they were small touches that were important to his customer and that could go a long way in building a positive relationship.
Look at your business through the eyes of your customers and make a real commitment to wow them every time you come into contact with them. You'll reap the benefits.
About our guest blogger and marketing expert Dee Blick
Our guest blog writer is Dee Blick, a Chartered Marketer and Fellow of the Chartered Institute of Marketing. Fellowship is the highest status awarded by CIM, the World's largest marketing body.
With 30 years' marketing experience, Dee has extensive experience in new product development and marketing strategy, with a track record of planning and delivering exceptional campaigns on a shoestring budget.