Satisfied customers are important, but if you manage to delight them, they are more likely to write rave reviews, recommend you to others and come back. If you have an ‘emotional connection’ with your customers by creating a more personalised and memorable experience where they feel special, they are more likely to write positive reviews and recommend you to others.
Here are some ideas to delight your customers:
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Till next week!
Sending your customers a long link, such as a google map location, doesn't look very user-friendly.
Another example of a long url is a link to your Tripadvisor review page . Sending this link to your customers to encourage reviews is a great idea, but the long link looks terrible.
But don't despair! It's very simple little tool to shorten your url.
It’s called the Google URL shortener. Just go to: https://goo.gl/
Cut and paste the long URL in the box and click SHORTEN URL. The shortened URL is now: www.goo.gl/SJaKVv . That looks a lot better, doesn't it!
Till next week, Marijke.
Following onto the Marketing Tip I wrote a couple of months ago on how to improve your customer experience http://www.marketingwhizz.com/weekly-marketing-tip/june-30th-2015 , I have a little follow up story as an example.
Last week I spent a week in Auckland visiting inbound operators on behalf of my Smartourism Marketing Group (www.smartourism.co.nz ). I stayed in a nice downtown hotel and was kindly upgraded to a lovely refurbished room.
I was impressed with the lovely décor, amenities and features such as this bathroom light switch next to the bed. Now this is clever thinking & design.
I thought: wow, this hotel was really been thinking about the guest experience when they redesigned the rooms (and invested a considerable amount of money!).
Until I wanted to boil the jug for a cuppa. I picked up the jug, walked to the bathroom to fill it up. I put it under the tap and tried to fill it. Unfortunately the tap was too low and when I pulled the jug away, all the water ran out. So I had to fill it up with a glass.
What a shame... They thought through a lot of their features, but not everything.
So, how do your customers experience your business, products, experience, service etc. Put a system in place to check your customer experience regularly. And when you change anything (or refurbish), test it thoroughly to avoid mistakes as mentioned above!
Have a great week :)!
As I experience accommodation, restaurants, online purchases and more, I wonder how many businesses experience their own product or service AS a customer.
And I mean the complete process, to experiencing the whole product or service from start to finish, including the booking process.
If you offer accommodation, have you stayed in your accommodation as a guest yourself? With this I mean pretending you are actually a guest, with suitcase and all. (where do I put my toilet bag or hang my clothes??)
Or visit your own restaurant as a guest, go to the bathroom with your bag (where’s the hook for the bag??).
Alternatively if you want objective feedback, get some mystery shoppers. Do make a list with things you want feedback on.
You or the mystery shopper will pick up small things could significantly enhance the customer experience, increase the ‘wow’ factor, and get you better reviews!
Till next week, Marijke
About five years ago, I bought a state of the art Epson projector. I bought it online and I must say I can’t even remember the name of the online shop.
The projector is still great and working fabulously. Twice a year, I get an email from Linda, their sales person. She asks me if the projector is still working ok, and if there is anything else I need such as a replacement lamp.
When she emailed me a couple of weeks ago, I asked her how much such a lamp is and they are not cheap ($ 570!). I said I would think about it as I was very busy and TRENZ was coming up. I then filed away her email.
Today, Linda sent me another email, following up on my interest in the replacement lamp. I know I should buy one as a backup but I probably wouldn’t have done it right now if she hadn’t emailed me.
As Linda has provided me with such good service all these years, I will be buying the lamp off her.
If she hadn’t sent me these emails, there is no way I would have bought the lamp of this anonymous-online-shop- that-I-can’t- even-remember-the-name-of.
So, the moral of the story is: keep in touch with your previous customers! There is a good chance they will be buying from you again!
Have a great week!
Marijke Dunselman. Click here to read more about us!