When last did your favorite brand make you feel special? And what did they do that was unique and out of the ordinary? Did they make you feel famous, take your photo or roll out the red carpet? Customer Service is so important and how we make our customers feel, should be a top priority .
I am a particularly fussy shopper and I hate bad service. But we can learn from that. If I was your customer, these are the 3 things I wish you would do as a brand.
1. Know what I'm thinking. AKA mental telepathy. Yes, you need to know what I think. In order to know what I think, you should have done a concise customer persona profile on me and my tribe. If you understand me, you'll understand what I like, how I shop, what will make me swipe my card and whether I'll be a repeat shopper. So roll out that red carpet and make me feel like Audrey Hepburn!
2. Appreciate me. Do you have a loyalty programme? You see, I love points, rewards, cash back, birthday presents, smart shoppers, thank you notes and everything that says you want to see me again. And you want me to be your sweetheart. Your one and only. In these competitive times, you have to hug me as tightly to you as possible. A bit like Lady Gaga in her meat dress.
3. Give me a good product, at a fair price with great service. You don't have to 'reinvent the wheel' to supply and sell a product or service. I don't need new and flashy. Just show me some respect. Sell me a good product that won't break in the first week. Don't inflate the price by 200%. And don't have a sloppy sales assistant, chewing gum and hanging on the counter serve me. I'm worth more to you than that.
So, make me feel special. Make your customer feel like a celebrity shopper each time they buy from you.