According to a study conducted by Loyalty One, 94% of customers who received a surprise gift or special recognition felt more positive about the sending company and 34% of customers gave the brand more business afterwards.
It’s important for customers to trust your brand before they buy or continue to buy. Adding simple, intentional gestures throughout their customer journey will build that trust.
Today, we want to share three tried and true ways to develop long, successful, and trusted customer relationships:
Send a Gift
Terminus recently collaborated with Tinker Coffee to create a custom bag of coffee and gave it to customers to start their day off with a special cup of Joe.
Many people were impressed and excited about these gifts. Pushing the boundary on traditional gifts (gift cards, snacks, books) is worth it, and generates engagement both on and offline. When you are considering which gifts to give, consider local partnerships and ways to introduce play into your customers’ lives, especially with their role in mind.
Be Their Biggest Cheerleader
On another note, Terminus created a monthly newsletter just for customers with the goal of sharing product updates and spotlighting Customer Rock Stars.
Words of affirmation are a cost-free way to boost morale and let customers know you appreciate them. Making sure you provide personalized feedback and love can go a long way. In the B2B space, the people behind customer businesses are key so why not amplify them?
When you are thinking about how to spread words of affirmation, consider your audience, engagement channels, and ways to touch each and every customer.
Make Life a Little Easier
Lastly, Terminus sent kits to support customers along every step in their journeys. The first is called, “Let’s Rock!”, and is a direct mail kit sent to customers right after onboarding. There is fun swag, access to a resource hub to answer any and all questions, and suggested ways to engage with the Terminus community.
The second is called, “Let’s Keep Cultivating”, which is sent to customers right after renewal.
The purpose of these kits is to provide helpful resources surrounding products, the implementation process, open dialogue for questions and concerns, and support for both newer and long-term partners.
How can you make life and work easier for your customers? The little things like checking-in, offering help, and being proactive really do add up. Think about what your customers value in terms of saving time and energy. Then, do it again and again!
Growing and sustaining a strong partnership with your customer is now more important than ever before, especially in today’s fast-paced and virtually-based world!