7 Ways to Convince Customers to Love You

Most businesses love attracting new customers, making sales, and perhaps most of all, repeat sales from loyal customers. Ultimately, convincing customers to love your business is about service, not sales.

Studies show that it’s more expensive to acquire a brand new customer than to generate business from an existing one. Therefore, it makes good business sense to focus on keeping your current customers happy. I think it goes even deeper than that – your customers associate you with why you wanted to start your business in the first place.

If you already love your customers and are looking for love in return, check out these 7 tips:

1.  Be yourself

Customers form emotional connections with people, not companies, mission statements, or press releases. That’s why if you want customers to love your business, you’ll have to be ready to reveal the people and personalities behind it. Allow your customers to get to know you and your team by sharing more about yourselves via your company blog or even phone conversations.

2. Reward loyalty

Many businesses offer fantastic offers to attract brand new customers, but once they’ve hooked a customer, the offers disappear. For example, maybe you feel like your cable or mobile company cared more about you before you signed a contract. That’s hardly a way to develop a happy and loyal customer base. Why not try taking the opposite approach and reward your existing customers? Send your top customers a discount for future purchases, free shipping, or some kind of value-add, like free training or a consultation.

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3. Be empathetic

The most beloved companies treat their customers like people. Each customer has a unique story, personality, and challenge to solve. The act of empathy (or walking a mile in the shoes of your customer) will help you establish a connection and trusted relationship. Take some time and think about what makes each customer tick. What is their day like? What are their biggest challenges and how can you help? By gaining a deeper understanding of your customer’s perspective, you’ll be better equipped to make them happy.   

4. Go above and beyond

Company surveys often ask, “Did we meet your expectations?” However, customers aren’t excited about a business that meets expectations. They don’t gush to their friends or love you for doing what you were paid to do. Rather than striving to meet expectations, aim to go above and beyond. Sir Richard Branson of the Virgin brand summed it up this way: “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.” A good example is online retailer Zappos who advertises free ground shipping, but mails out most orders overnight.

5. Say thank you

Manners really do matter. Imagine you’re checking out at a store. After ringing up your purchase, your cashier turns away and moves on to the next customer, without so much as a thank you or acknowledgment. How would you feel? Probably offended and annoyed. Would it impact the overall impression of your shopping experience? Yes. Show your customers that you appreciate them. Send a thank you note or email. It’s a simple gesture that takes only minutes of your time, but will say a lot about your company and how you value your customers.

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6. Listen and learn

Customers will never love a company that turns a deaf ear to their needs. It’s critical that you listen to what customers are saying to you (on customer service or sales calls) as well as what they’re saying about you (on social media outlets). Of course, listening is just the first step. You’ll need to respond quickly to complaints or compliments. Own up to any shortcomings and address issues promptly. Lastly, don’t forget to adapt your business based on what you hear in order to better meet your customers’ needs.

7. Love your customers!

Sometimes you can’t focus too much on trying to get customers to love you, you can only love your customers and hope the feeling becomes mutual. For example, I began my business because I love helping other entrepreneurs and the concept of the small business. I also love giving small business owners access to resources they might not be able to afford otherwise. If you don’t feel a genuine connection to your customers, you might want to consider a different line of business.

Bottom line

Customers today are looking for more than just products or services. They want to engage with businesses that care about them and their community. By building relationships and showing your customers how much you care, you’re in a great position to win your customers’ hearts!

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