After spending time, money and effort acquiring customers for your new business, it’ll soon be time to switch gears and start focusing on retention. But what can businesses do to convince customers to keep coming back for more? We turned to Reddit to find out.
In a thread titled “What company has forever won your business,” we discovered thousands of Redditors swapping stories about what their favorite brands had done to win them over. After combing through a seemingly endless stream of comments, we reached one (very unsurprising) conclusion - great customer service was the key.
The connection between customer service and repeat customers is something we’ve talked about before, but thanks to Redditors, we’ve narrowed down which aspects appear to make the biggest impact on customer retention.
Here are five ways to impress your customers and keep them for life.
/u/MattAlbie6’s mechanic won his heart by breaking his car:
Lesson: Always own up to your mistakes. Sometimes a simple apology is all it takes, but going over and above like this mechanic is a sure-fire way land a lifetime customer.
Don Knauss, chairman and chief executive officer of Clorox, believes that “when a company models that kind of behavior inside and out, when it walks the walk, then it establishes a solid foundation of trust. It solidifies its reputation and makes business transactions and partnerships happen much more quickly.”
Further reading: 4 Examples of Excellent Customer Service on Facebook
Here’s how /u/PainkillerSC was upgraded to “customer for life”:
Lesson: Giving an unexpected gift plays to the law of reciprocity which refers to responding to a positive action with another positive action. After giving /u/PainkillerSC great loyalty discounts, he reciprocated that goodwill by posting a glowing testimonial on Reddit, which also made its way onto our blog.
/u/i-n-joyfilm piles it on high for his favorite deli:
Lesson: Exceed customer expectations. Over-delivering is one of the best strategic moves you can make as an online business owner as it creates customers that share their experience, spend more money, and purchase more frequently.
Ryan French, founder of GameKlip and Build a Business winner, decided to over-deliver by adding a small package of candies with each order. It was so well received by his customer that they talked about it all over social media, forums and blogs.
Further reading: How to Exceed Customer Expectations and Over-deliver Every Time
Embrace Your Community
/u/CharlieBuck shares his affinity for mollusc-inspired gaming peripherals:
Lesson: Use social media to stay connected with your audience. A strong social presence is a great way to show that you’re engaged with your consumers. Whether you’re responding to tweets on Twitter, or sharing product shots on Instagram, it eases a buyer’s mind.
/u/Hoodafakizit drops some sobering truth for business owners:
Lesson: It takes more than a one-time gesture, discount, or positive experience to build a loyal following. Consistency means that your customers should expect this level of service each and every time they interact with you. As /u/tattedspider’s dad said, “one 'oh shit' wipes out a thousand 'attaboys'."
Have you experienced any of the above from your favorite brands or businesses? Share your favorite customer service experiences with us in the comments section below.
About The Author
Jordan Simas is a copywriter, all you can eat sushi lover, and content creator at Shopify.