Customer delight goes beyond satisfying customers—you should be exceeding their expectations. They aren’t the only ones benefiting from your efforts to please them, however—your business benefits, too. Here’s how showing your existing customers love strengthens your company’s success.
1. Improves Customer Loyalty
Loyal customers stay with you because they’re happy with what you’ve provided them. In the long run, this established customer base is good for your sales and profits.
You’re focused on improving the customer experience to keep that customer base, which leads to improved business practices that better accommodate your current clients. Existing clients will be happy with the improvements and happy to stay where they are.
2. Positive Customer Reviews
Customers remember how they’re treated, and when you show love, they return the favour. They leave positive reviews online and refer your business to friends. Customers have a variety of avenues to share their negative experiences, from platforms such as Yelp to social media channels like Facebook. A positive experience gets your company a sparkling recommendation.
Nothing is better than a genuinely positive and authentic review. Whether you have stellar customer service or offer extra discounts to loyal customers, this leaves a better impression on them, making them more likely to share stories about your dedicated service and outstanding performance.
3. Spending Less Money
Knowing how to lower your cost per lead is a huge business advantage because it costs businesses more money to woo new customers. The more it costs to get the customer, the less you make in profits. The White House Office of Consumer Affairs states that businesses spend six to seven times more to attract new customers.
You always want to strengthen your brand and expand customer base, but you also don’t want to lose those consumers who are already loyal to you. A reported 86 percent of consumers will stop doing business with you if they don’t like you. Don’t forget about your current fan base, and you’ll spend less money in the long run.
4. Access to Inside Knowledge
Savvy businesses engage with their customers by asking for feedback. Customers are more likely to respond if they like doing business with you. When businesses listen to their customers, they discover new knowledge about their customer base that helps them improve their business strategies.
5. Cross and Upsell without the Full Sales Pitch
Happy, loyal customers provide you with an advantageous sales window. You’ve gained a new opportunity to cross sell and upsell to those already interested in what you offer without seeming too pushy. They already trust you, so they’re more likely to pay for additional services or products.
Posted By Author Mike Lieberman, CEO and Chief Revenue Scientist
Mike is the CEO and Chief Revenue Scientist at Square 2. He is passionate about helping people turn their ordinary businesses into businesses people talk about. For more than 25 years, Mike has been working hand-in-hand with CEOs and marketing and sales executives to help them create strategic revenue growth plans, compelling marketing strategies and remarkable sales processes that shorten the sales cycle and increase close rates.