7 Simple Ways to Wow Your Customers

Customers want to feel good when they do business with your company. In fact, a positive customer experience (CX) is one of the most critical drivers of customer retention and loyalty. While many business owners say they value their customers and create strategies of engagement for their sales teams, it is important to recognize that, particularly in this increasingly competitive market, a positive customer experience entails so much more than a soft sales approach or an occasional promotional discount.

There is hard proof that businesses who promote a positive CX enjoy a competitive edge. Here are some remarkable statistics from a recent blog on Zendesk:

• 73% of customers now say CX is the number one thing they consider when deciding whether to purchase from a company. (PwC)
• 41% of customer-obsessed companies achieved at least 10% revenue growth in their last fiscal year, compared to just 10% of less mature companies. (Forrester)
• 49% of customers who left a brand to which they’d been loyal in the past 12 months say it’s due to poor CX. (Emplifi)
• Of companies that focus on CX, there’s an 80% increase in revenue. (Zippia)

So what can you do as a business owner to wow your customers and keep them coming back? Turns out, you don’t necessarily need to invest in a fancy showroom or sleek merchandising to drive CX. While an attractive space is certainly a plus, it is often simpler factors that truly drive customer engagement and loyalty.

Whether your organization is a B2B or a B2C, the following are seven ways to leave a wonderful lasting impression that will wow your customers and keep them coming back for more:

1. Provide a VIP Experience

Make every customer feel valued beyond the transactional nature of the relationship. This may include easy access to help should they need it rather than waiting in a logjam for customer assistance. Considers giving them early access to new products or services, following up the sale with a thank you call, or sending them a birthday card. Treat all your customers like they are the most important person to your business.

2. Solve Their Problems Before They Know They Have Them

A great example of this is a true story about a local car mechanic who was servicing a new customer with a flat tire. The mechanic patched the tire and gave the customer an estimate for a replacement set. But the engagement didn’t stop there. At the POS, the mechanic shared with the customer a complimentary but comprehensive assessment of the car’s generally health, including digital photos of key parts. This assessment demonstrated above-and-beyond care. Perhaps even more surprisingly, there was no upsell involved, as the analysis recorded no actionable issues with the car. This proactive approach to a simple transaction set the stage for a lasting relationship.

3. Share Interesting Information

Act as a hub for information that matters to your base with how-to guides or other relevant resources. Don’t stop with product manuals or marketing slicks on the importance of your services. Provide your customers with information about their related needs or interests. For instance, if you run a commercial cleaning company, maybe share suggestions for sustainable daily cleaning products. If you manufacture heavy equipment, email your customers the latest news from the excavation industry. 

4. Follow Up Calls Are Simple and Effective

Perhaps start with a simple “I just wanted to call and thank you for your trust in us.” Then ask your customer how they feel about the product or service you provided. Listen closely and act accordingly. Keep the conversation short, professional, and representative of your level of care.

5. Foster Engagement Beyond the Sale

Consider hosting special events that interest your customers. While carnivals or parties are fun, when possible, have these events be value-adds that relate specifically to your business offerings. For instance, if you run an iron fabrication business, you could host an ironworks showcase that demonstrates processes and design elements. Invite your valued customers and make these events engaging, informational, and fun.

6. Celebrate Alongside Your Customers

Particularly for B2Bs, cultivating strong customer relationships includes acknowledging their big wins along the way. A simple note of congratulations on a milestone or even a celebratory shout out on social media or in a newsletter go a long way in reinforcing your relationships and letting your customers know that you are rooting for them.

7. Surprise Them with a Discount

While an engaging CX doesn’t need to be based on price, it can be a wonderful gesture to provide your loyal customers with unexpected offers and discounts. Make the offer exclusive and substantial if possible. Position these offers as tokens of appreciation for your loyal customers’ continued support.

The bottom line here is to never take your customers for granted. By taking the time and effort to deliver that extra level of care, they will feel valued, connected and loyal to your business for years to come.