Having celebrated a birthday recently it was interesting that only two companies used their data on me as a client to send me a Birthday Message. A beautiful hand written card from one whilst a more generic email from a multinational – although it did have links to choose a treat!
It’s a brilliant loyalty trick. Small. Simple. Low Cost. And it works.
We all know we have to build a relationship with our clients and on a personal level. You might be good at remembering names of their other half and kids, but contact out of the blue, super personalised and through a different mechanism is always special. Take a look at your data and what you capture and see if you too can be clever with using this more to enhance your relationship. An old fashioned card in the post is simple to manage but it’s extra special when it’s hand written and not over branded.
But look out on social media for your clients to look at opportunities to give them some recognition, such as congratulations for winning an award [LINK TO ABOVE BLOG] or your contact becoming a dad. Small treats don’t have to cost the earth either and you can be imaginative on these too – especially if you can hand deliver them and not constrained by postage! In the past to say thank you to someone, I’ve arranged a local patisserie (thanks to Google Street View!) to take a selection of breakfast cakes and coffee round to a hair salon for the staff and clients to enjoy. Completely unexpected and more imaginative then a bunch of flowers. Credit to the patisserie shop for agreeing to do something extra for us to as they don’t normally deliver but just loved the idea of what we were doing so jumped on board.
The multinational might be able to afford a container load of gimmicky products and to be fair, not everyone will click through and redeem their treat. It was however, the thought that counts.
Communication at the right time and bespoke can make your client feel very special and appreciated. So keep your eyes peeled and ears to the ground for opportunities to treat them.