As our loyal readers know, September is customer service month on the eZanga blog. So far, we've given you some inspiration to provide great customer service, a few great reasons to provide customer service on social media, and advice for using Twitter for customer service.
As we've seen over and over, providing a good product or service isn't enough anymore. For every great product you release, there is at least one other company putting out a version of the same product that's just as great. If they have a bad experience with you, they can become someone else's customer, no matter how good your product or service is.
To acquire and keep customers, you have to provide a great experience. Your customers want more than a good product. They want to feel valued and respected. Yes, each and every one of them.
You should obviously respect every customer, but what about ones that go above and beyond? Hopefully, there are customers that like you so much that they start following your company on social media, subscribe to your newsletter, or sing your product's praises online.
How are you supposed to thank them? While not necessary, a great way to keep customers loyal is to thank them for their loyalty or surprise them with rewards, like these brands:
- "If a new customer makes a purchase, and we believe he or she is in our target market, we will find them on their social media channels, find out what they like and what their hobbies are, and send them a small gift as a token of our appreciation." - Miki Segal, COO of JMAC Supply (Click to tweet this idea)
- "Prior to one of our new products appearing in stores nationally, we'll call on our Facebook & Twitter fans and our Johnsonville Enthusiasts, and ask if they'd be willing to accept a delivery of our new product, try it, and share their feedback with us." - Stephanie Dlugopolski, PR & Social Media Manager of Johnsonville Sausage (Click to tweet this idea)
- "We like to send thank you notes and do other direct marketing that goes offline. Someone indicated on our Facebook page that they had been meaning to buy a book we included in a reading list. So our community manager mailed her a copy with a handwritten card." - Taylor Aldredge, Ambassador of Buzz at Grasshopper (Click to tweet this idea)
- "We love our social media followers and make sure they feel special by providing early access, inside news about products, promotional items and bedgear merchandise. We also make sure to let them know we are proud of them!" - Ann Marie Landry, Social Media Coordinator at bedgear (Click to tweet this idea)
- "We reward customers we're connected to on social media with opportunities for publicity. Whenever we see an interesting status update or tweet from one of our customers that might be shared with the greater community, we'll contact that person and ask them if we can quote what they said as the basis of an article." - Stephanie Ciccarelli, Chief Marketing Officer of Voices.com (Click to tweet this idea)
- "We recently started rewarding users, fans, and supporters but we didn't tell anyone we were going to reward them. If you surprise reward them, you end up rewarding people who genuinely deserve it, because they did something on their own volition." - Jim Belosic, Chief Executive Officer of ShortStack (Click to tweet this idea)
- "We use giveaways from time to time build subscribers, but we also use them to reward current subscribers. In the past, we've done unannounced giveaways by randomly drawing from our subscriber list. The rewards are rather modest, but we feel it's important to reward them for their loyalty." - Carly Fauth, Head of Marketing & Outreach at Money Crashers (Click to tweet this idea)