11 THINGS EVERYBODY OUGHT TO KNOW ABOUT CUSTOMER EXCELLENCE, ESPECIALLY IF YOU WANT THEM TO STICK AROUND LIKE TOFFEES

We call it a “Sticky Strategy” - a customer’s desire to stick around your business for as long as possible Of course it’s fun to onboard brand-new faces, but according to Forbes, acquiring new customers can cost you up to seven times more than keeping your current customers around So why is it important that you focus on customer retention more than ever? Trust is a big problem worldwide, so you might as well build on the relationships you already have Experiencing a happy customer provides much more enrichment than convincing a doubtful stranger High retention rates means sustainable, predictable income for your business - a valuable asset by itself Synonym phrases for customer excellence are “caring for people”, “building lasting relationships”, or simply “making people happy”

LandiJac

MainKeynote:InSearchofExcellence| CEO:CircleofExcellence

1 Sense of Belonging - Customers are brand aware, and a big part of loyalty is expecting the same quality and standards consistently Did you know that features and benefits are important, but JUST as important as the other raving fans who are loyal to the same product or service People want to agree with others They are looking to share the same sentiments and values We all want to belong to a group that thinks like us Your customers are no different

Personal Voice-Notes - In 2020, when Covid entered the world, our company achieved a 95% customer retention rate amongst our gold members How? We picked up our phones and sent a personal voice note via WhatsApp to each of our customers You can do the same

2 Lead by Example - I don’t have to be the local newspaper to convince you that many leaders from all over the world are doing a pretty crap job of leading at the moment We all are sick of the lies and empty promises Your customers have developed a heightened sense of spotting poor leadership, so it’s imperative that you walk your talk, do as you say, and fulfil your promises If not, your customers will move on

3 Close the Loop - This is a very powerful communication technique we use in our company, for staff and customers When you start a conversation, you are responsible for closing it (thus - “closing the loop”) For example: if you tell a customer you will get back to them on a date - guess what? You set a reminder, and make it your responsibility to get back to them - on the same day if possible It’s a simple technique with incredible results Fun tip: try it at home

4 Make It Interesting - There is a well-known idiom that says “The lights are on but nobody’s home”, and unfortunately, this is true for businesses today when it comes to giving their customers an unforgettable experience You can post online until you are blue in your face, but if customers are not engaged, they will lose interest in seconds Make your online platforms worth their while Keep your products and services entertaining Make an effort with customised experiences Keep your eco- system interesting, and your customers will stick around

5 Human Conversations - If you ever get to the point where you are too important to have a genuine chat with a customer, you are in danger of losing your humanity It’s super cool to have chatbots and other automated services, but never let go of your human touch People want a good service, but crave love and personal attention more Make time and space for personal touch points It’s appreciated by your customers now more than ever before

6 Gifts - In Dr Gary Chapman’s best-selling book called The Five Love Languages: How To Receive and Express Love, he defines the Love Language of Receiving Gifts as “ emphasizing love through tangible tokens, where the intent and sentiment behind the gift are emotionally valued by the recipient ” Never underestimate the power of a corporate gift, and how special it makes people feel Spoil your customers with cute little reminders of how much you love and appreciate them, and watch your business soar

7 Create a Playground - Nowadays people get bored, super fast - is Tik- Tok to blame? In a recent study by Microsoft, it’s obvious that we as a human species now have the shortest attention span ever Instant gratification and entertainment mean people are seeking variety, constant gratification, and more choices than usual If you provide your customers with zero diversity, they will seek pleasure elsewhere View your company as a playground with many options to play with

8 9 Focus Groups - Once a year, our company runs a focus group that allows customers to co-create new products and services with us During a focus group, we present new ideas, offers, and solutions and get input and opinions from customers before launching into the market Some of our best initiates come from our customers, and it’s amazing how many new customers have been acquired by simply asking for input from current customers

10 Events - Running an event is a popular (and effective!) way to make people aware of your products and services But do not underestimate the power of a recurring event as part of the customer journey Regular events do more than allow you to showcase your solutions It becomes a platform for like-minded customers to network and connect

11 Public Recognition - If building relationships with people is your thing, then make sure you thank them in person or send them a handwritten note If you want to step it up a notch, give a person your sincere appreciation in front of other people Customers need appreciation too, and if you can pull it off with their loved ones present, you will leave a lasting impact

12 Consistent Interest - Believe it or not, your customers are interested in what you do and have to say It’s when the relationship becomes a one- way street when the customer’s heart breaks, and they leave Invent “we- love-you” strategies that assure your customers that you care Find ways to show them that you are genuinely interested in their lives And never stop trying to walk a mile in their shoes

Customer service is no longer enough There are too many vultures out there, hunting for people’s hearts and souls We are entering the era of customer excellence, where genuine concern for your customer’s well-being is required If you think that artificial intelligence is going to solve all your customer retention problems, think again Technology is useful, but they are only enablers People need warmth, love, and personal relationships that they can count on Make a real effort with people, and they will give you their undivided loyalty Assure them regularly that you want to be better for them, and they will respond with goodwill and respect Make your customers the kings and queens of your castle, and they will stick - for good