When everything starts getting a bit more grim outside, the nights are long and the sofa is the cosiest option, it undoubtedly means that people are spending more time online in the evenings. Customer behaviour shifts, as people start searching for seasonal trends and this gives businesses plenty of chances to connect with customers and personalised their offering.
And building customer loyalty doesn’t have to mean spending big bucks on huge campaigns, it’s about small personal touches that are fun, consistent and add value.
Personalised Communication
There’s enough slop sent to customers now that they can spot an insincere generic message a mile off. Yes, I’m sure they’re aware that you haven’t lovingly crafted each individual email personally but there are ways to still make things feel well-intentioned. A quick “thank you” email can go a long way, as can a handwritten note in an order or a personal discount count, making someone feel genuinely valued.
When you’re a local business, giving people some tangible ways to see the difference their custom makes is a good idea. It might be some behind the scenes photos of how orders are made, community events or how your business has grown, it shows authenticity and how appreciative you are.
Offer Something Extra
Winter is the great time to deliver bonuses and discounts to loyal customers, especially in a busy shopping period when money is tight. Free delivery can be a really effective way to boost sales, as well as offering a new sample product or giving people early access to sales.
Customers like to feel some recognition for their loyalty and not just feel like they’re a number, so giving a shout out for growing your business is welcome. They’re more likely to buy from you again or tell others about you.
Keep in Touch with Useful Updates
Don’t just pop up during the Christmas period and then go missing for the rest of the year, keep up a relationship with customers and update them on what’s going on throughout the year. Regular and consistent interaction keeps you in people’s minds and they’ll think of you for recommendations and their next buy.
Showing customers the faces behind your brand can be really good for a reminder that it’s people that make a business and can stop things from feeling too corporate and robotic.
Provide Consistent Service
Special offers and festive touches are lovely, but if you don’t deliver good customer service when things go wrong or someone has a query that goes unanswered, it leaves a bad taste. Keep good standards all year round and respond quickly and in good faith.
People always remember very good and very bad customer service, so concentrate on delivering good and people are more likely to leave a review, remember your help and recommend you to others. Be a business that people can rely on.
Loyalty is built from trust, consistency and reliability. As the cold weather sets in, take the chance to interact, thank your customers and give them a reason to choose you again. Small touch points with customers can leave a lasting impression and help your business on the new year and beyond.
If you need a hand with interaction and social marketing to your customers, get in touch with our team at DOWO today.