“Thank you” may not really be a magic word, but it sure does the trick when you want to tell customers how much you appreciate their business. Sometimes we overlook it—or maybe we get busy with other things, and it slips through the cracks.
But a well-timed thanks can accomplish a lot, and making customer appreciation a priority in your company can be a game-changer.
1. It’s key for customer retention.
Expressing appreciation fosters a positive relationship with customers, and they’re going to be much more likely to come back for future print projects. Customer retention is vital for the long-term success of any business. A 5% increase in customer retention can boost profits by up to 75%. (Bain & Company)
2. It can lead to word-of-mouth marketing.
We tend to think that only unhappy or unsatisfied customers share their experience, but this isn’t true. Satisfied consumers are happy to pass along recommendations to colleagues and peers—and think about how many times you’ve asked someone for a rec yourself. If you’re making it a habit to show customer appreciation, your customers will be much more likely to return the favor by spreading the word of their experience.
3. It differentiates you from your competitors.
Why should print buyers come to your business rather than the print shop down the street or on the other side of town—or go online for their print projects? Sure, you really may provide higher-quality work, but quality aside, one of the key differentiators is how you make them feel. Saying thank you, expressing appreciation, building a relationship with customers—these things matter and can make the difference between losing a buyer or retaining one.
4. It can lead to positive online reviews.
Again, it’s not just grumbling customers who leave reviews on Yelp, Google or other online review sites—happy ones do, too. Positive reviews contribute to building trust and credibility. BrightLocal’s local consumer survey shows that 49% of consumers trust reviews as much as personal recommendations from friends and family members.
Not sure where to start? Tap us to help—Firespring can work with your team to create a customer appreciation campaign that gets results and boosts customer loyalty.
We’re full of ideas already! Want to hear them?