Andrew
Cresencia Marjorie Chiremba
“Whatever you are be a good one” – Abraham Lincoln
Offering incredible products at reduced prices is only a fraction of the war to win any customer’s mind and heart.
Customers want more; they want companies that give them a service filled with the agape kind of love.
A kind of love that transcends the ordinary transactional relationship, but that builds on a long-lasting relationship.
No doubt, shopping is not only transactional It should be good enough to create experiences.
In this digital age, most companies are focusing on Facebook “likes” and Twitter handle “followers”, but forget to create intimacy with their customers.
Customer intimacy is the love to know so much about your customers that will glue business relationships. This is because when you know your customers completely, you are able to precisely surpass their expectations and delight them.
Organisations that have mastered the art of marketing know that love is about service and never about sales.
One can attract customers with tremendous products at great prices, but it is a great leap forward to give them genuine love. That love is easy to express through excellent customer service.
The trick is, when customers experience a great customer service, they will associate that good feeling with the transaction and cause repeat purchases and free marketing for the organisation through word-of-mouth referrals.
Loving your customers through unmatched customer service, empowers them. They must be able to experience that love throughout the entire purchasing process, that is, pre-purchase, during the actual purchase, and after purchase or after sales.
It makes it easier for them to make a decision on which organisations to spend their money on… and the winner is always the business that not only cares for their purchasing power, but that also delights in putting million-dollar smiles on their customers’ faces.
Everyone wants to be loved. Organisations must extend that to their potential customers such that they feel the conviction that this is the right place to solve their shopping needs. When they decide to engage a business for the first time, organisations should give these first-time customers an out of this world experience.
They surely must never leave with any shred of doubt about their decision to do business with the organisation. Instead, they must be delighted and ready to come back again for more delightful business experiences.
Customers that feel loved never tire to visit the organisation for business or just on courtesy calls.
Courtesy calls strengthen business relationships and must be done both ways. When you are always in the presence of your customers’ they will always remember you whenever they want to do business along your lines.
Never tire to keep in touch or appreciate your customers in so many ways. The service given should not let customers sit on the fence, but rather help them make a bold decision to become loyal customers.
At a typical African wedding or function, it is well-known that invited guests are normally not willing to present gifts before they are served food. If they are happy with the quality and quantity of the food, they will gladly give more.
It is the same with business; customers can only be big spenders in organisations that serve them with genuine smiles and attention. It makes them leave with a feel-good factor, and cannot wait to share the awesome shopping experience with their peers and family.
Thus, good service surpasses strategies like low prices.
***Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer service. For comments, suggestions and training, she can be reached on
[email protected] or on 0712 979 461
Online Reporter