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One edge that small businesses frequently have over their larger corporate competitors is that they still have the ability to give their customers a personal touch. Large companies often deal with so many customers that they don’t have the ability to truly personalize the experiences that customers have with the company.
While many customers tend to consider a variety of factors like price and location when choosing which company or business to buy from, giving customers a personalized experience does influence people to buy from your business. Listed below are 3 ways your business can get closer to its customers by personalizing their experience.
#3 Personalized Videos
Making personalized video offers or thank-yous with your customers’ names provides an excellent way to make customers feel closer to your business by adding a personal touch. Keep the video itself relatively short. 1 or 2 minutes gives you enough time to say thanks or give the details of any offer but isn’t so long that your customers are likely to stop watching it partway through.
Address your customer by his or her first name only, and have a general script for the rest of the video. This allows you to use the same video for all customers with the different first name, saving you recording time.
Storing the video on YouTube or an online file storage site like Dropbox lets you email or post a link to your video for the customer to access at his or her leisure. In addition to “thank-you” videos after your customer has made his or her first purchase or joined a special member club, you can make personalized video offers for a variety of occasions including birthdays, holidays and special sales events.
You can also make thank-you videos or video offers for customers after they’ve spent a certain amount of money, purchased a certain number of items or purchased a unique item.
#2 Use the Customer’s Name During Transactions
Although the concept of engendering customer loyalty by using customers’ names during a purchase has been around for a number of years, it hasn’t become any less effective. The keys to using this method effectively include capturing customer information and training your staff.
One effective way to capture information like a name is by having a customer loyalty program that gives customers special discounts or a free product after he or she makes a certain amount of purchases or spends a certain amount of money.
Track purchases using a loyalty card that employees can scan with a point-of-sale system. If you have staff, you will need to train your staff to make sure that they capture customers’ names when they start a loyalty card and that they also address customers by name when they have that information.
#1 Start a Club
Start a club for customers such as a birthday club or other type of special event club. Customers sign up with their name, contact information and the date of their special event. You can offer a special promotion for customers who come in on their special day. Send out paper cards or e-cards notifying customers of the special deal they’re entitled to and address them by name.
Also train your staff to address customers by name when they redeem their promotional deal. Addressing your customers by name and recognizing their special days helps your customer to feel a bond with your business.
Make an effort to let your customers know that your business sees them as more than simply a number or a dollar figure, and this will go a long way toward creating customer loyalty.
Many large corporations have lost the ability to do this because they serve so many customers and don’t have the ability to get all staff members on board with giving a personal touch to every customer.As a small business, you can gain an edge over your competition if you make your customers feel like they’re a name and a whole being, not just a number.
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