Whether it’s the welcoming smile of a salesperson or a barista who remembers to hold the foam, it’s the small gestures and human touches that keep us coming back to our favorite businesses (a great website also doesn’t hurt). So much of our time is spent interfacing with our technology that when a company makes us feel connected in a human way, we’re sold. When faced with endless buying choices, it’s the little things that will stand out in your client’s memory.
Here are some good ole’ common sense practices to make your customers feel loved and appreciated (and coming back for more).
Chances are, your website is the first place your potential client or customer will engage with you. Since we all know that first impressions are everything, if your website doesn’t look great and perform well, no one is going to stick around for long. What makes a website user-friendly? Seamless UX (user experience) starting with these must-haves:
If you don’t yet have a website, Wix templates make this step a no-brainer since it’s all there for you from the get-go.
If you want to gain something, give something. Your aim is to establish direct communication with your clients and they, in turn, are looking for an incentive to provide you that access. If a visitor gives you their email address, offer them a coupon for their first purchase or perhaps even a free trial. Here are other great ways to treat your clients:
The best way to keep in touch with your clients is an email marketing tool like Wix Shoutout. Send emails, newsletters, and of course, all these tantalizing freebies!
We’re all looking for the human behind the brand and your approach to customer service is the best way to show your customers who you are. So what does customer service really look like? It’s a team that is always focused on exuding a positive and helpful air that inspires trust and confidence in your product. Along with your positive tone, when you’ve mucked up (as humans do), own it. Then try to make it right. Provide your clients with someone they’ll want to do business with and you’ll build a strong base of loyal customers.
Ever thought about making a purchase or booking an appointment on your own website? By putting yourself in the shoes of your customers and going through your own site you will discover what is intuitive and what may confuse future visitors. If YOU are your own customer, you will be less likely to disappoint yourself.
If your users are engaging with you, you are doing something right! Whether it’s through email, a blog comment, a question on your Facebook page or a tweet, respond quickly and thoughtfully. Seize the opportunity to foster a relationship and gain a fan by showing them there’s a real person behind the product.
Another way of communicating is through feedback and when it comes to online shopping, product reviews are worth their weight in eComm gold. If it’s a negative review, quickly troubleshoot and do your darndest to solve the problem. If it’s positive, thank them for taking the time to write.
Lastly, the Comments App is the perfect way to interact with your visitors! Add it to your website and instantly allow your users to ask questions, give feedback and discuss topics with you and the rest of your audience in real time! Fully customize the look and feel – colors, layout, etc. to fit seamlessly within your site design.
Research has shown that smiling employees exude likability and trust and that customers come away feeling more satisfied with the interaction. If you’ve got an online business, find the smiles in the tone you adopt for your written content – use simple language, speak at eye level, don’t take yourself too seriously. Give a proverbial wink when you can. Companies like JetBlue and Dropbox have made an art of this. (And we’d like to think we have too.)
Yves Saint Laurent was not kidding. No matter who you are or what your brand is, style matters. Invest in your online image by taking professional photos of your products or yourself if you are a service provider. Brand your business by choosing a logo and a color scheme that will permeate your marketing material. Most importantly, make sure your website looks current and up to date!
Even as the age of big business expands, it’s the smaller boutique and specialized brands that pique our interest. People love to support local businesses and start-ups that have a great story to tell. Let your customers know who you are and what you stand for by sharing your company’s history and philosophy with them. Keep your message consistent and use honest and engaging language to get them hooked.
Thanking a person for something they’ve done is a timeless gesture that shows you care. When you provide your client or customer with excellent service and a great product, that’s the first thank you. Other great opportunities are when they’ve shared their email address, made a purchase, hired you, recommended you to a friend, or offered feedback. Check out these super creative ways of showing your gratitude:
Are you ready to put these principles into action? Create a stunning website with Wix!
Get The Wix Blog
Get the latest and freshest content on creating
& marketing your Wix website.