Providing an excellent customer experience isn’t just a nice thing to do. It’s also a smart business move. Across industries, research shows customer experience leaders outperform peers in revenue growth. Customer service gifts can take an average interaction and make it exceptional. Let’s explore four keys to providing top-notch customer service.
Be personable, be positive
Make it an organizational goal to radiate positivity. Ensure each in-person customer experience begins with a smile and a friendly greeting. Keep the momentum rolling and offer surprise customer service gifts to first-time shoppers. If you run a pet supply store, for example, choose an item like a dog cookie or pet bag dispenser.
Foster relationships with customers to create loyalty and bring joy to both ends of the transaction. While it may be easier for brick-and-mortar businesses, online entities can also curate communications—whether via email, text or social media—that are personal and positive. Customers shopping online from a T-shirt retailer, for instance, get a surprise brand sticker inside their package. Or maybe it comes bundled inside a cotton tote with an attached thank-you note.
Master your products and services
A knowledgeable, well-trained staff is invaluable. When customers get an immediate answer to a question, chances are their overall experience will get high marks. A visitor to a brew pub may want to know details about a product and its ingredients. A well-informed answer, plus a coupon for a free coaster or pint glass, could create a lifelong fan of your brand.
A healthcare facility is another place where people may be seeking information. A dentist’s office might steer curious patients to a monthly newsletter that provides details about wellness, promotions, employment opportunities and more. Offer customer service promotional products, like tooth-shaped sticky notes or lip balm, to encourage sign-ups.
Use feedback and experiences as learning opportunities
We’re all human. When mistakes happen or feedback is received, use it as an opportunity to learn what can be done to improve the outcome for next time. Clear communication—and a heartfelt apology—can go a long way. A manager of a car dealership, for instance, might hear from a guest that an experience didn’t meet expectations. Apologize, listen, and rev up a return visit with a free test drive or car wash. Then throw in an ice scraper or trunk cooler organizer.
The food service industry provides its share of learning opportunities. Inspire customer loyalty by offering a rewards program that not only incentivizes repeat purchases, but also feedback. That way when a loyal customer provides suggestions to improve operations, you can hear them out—then tack on a few bonus points, ensuring they soon score a branded beanie or crewneck sweatshirt.
Be proactive and find solutions
Along with reacting to feedback, be proactive and address any problems before they escalate. Look for hints that a customer isn’t satisfied or maybe just isn’t having the best day. A retail worker might seek out a customer for a conversation to ensure expectations are met. At the end of the chat, offer a branded hat or crossbody bag to brighten their day. Use this simple strategy to turn frowns upside down.
In the same way greeting customers with a smile can start things off right, sales and promotions can set a positive tone. A small business can assign a day each week for a customer service promotional product giveaway. Anybody who comes in to browse on a Tuesday, for instance, gets a plastic water bottle. On Thursdays, they get a can cooler.
Strategies to set you up for success
Customer service gifts can be a valuable supplement to a winning strategy for personal customer experiences. By being friendly and positive, knowing your products and services, taking feedback seriously and being proactive, you can exceed customer expectations—and maybe even yours.