Loyalty is hard to come by these days. The competition for a dollar is ongoing and never seems to end. Standing out is the key … along with great customer service, quality products and services and passion for what you do.
How do you stand out?
Amazing customer service
How quick are people to leave a review about bad service? Far more than about good service. In an age where there are so many options, ‘breaking up’ with a brand is common. The idea is to wow and woo every step of the way. Take the time to train your people in upping their customer service.
Respond to negative reviews – studies have shown that customers are more likely to return if they feel their complaint has been dealt with.
Take the time to really hone your brand. Recognition is the way to people’s hearts, so your brand needs to differentiate you from your competition. Another way to stand out is to put on a show – invite your clients/customers to a drumming performance, especially one featuring your people. African Beat believes that drumming is the way to people’s hearts and minds.
Drumming invigorates and lifts people. Inviting your customers/clients to be part of something that’s not salesy but just ‘because’ will help you stand out. If you are launching a new product, why not do it with a bang … of the drum.
People spend more money with businesses they are loyal to. Have a reward program, send special gifts, go above and beyond, communicate before they ask questions, respond quickly, remember birthdays, or add something extra when you deliver the finished product or service.
Not only do people who give are healthier and happier, but they are great to be around. That’s because there is something fulfilling about giving back. A great way to wow your customers is to support good causes – not because it will wow them but because it is the right thing to do.
This is a big one – owning mistakes. If you or one of your people makes a mistake, own it. It is a great way to stand out in a world where there is so much cover up and passing the buck. This ties in with point 1 – If people have a negative experience with you and you do not get on top of it, they will write you off.
Word of mouth works both ways – negative feedback spreads like wildfire through social media.