In our increasingly connected world, we have the luxury of having many points of contact with our [fusion_builder_container hundred_percent=”yes” overflow=”visible”][fusion_builder_row][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”]customers. Between Facebook, Twitter, Instagram, email, the phones… It has never been easier for customers to express not just their disappointments, but also their joys. When your customers sing your praises by reaching out to you directly or tag you on one of the various social media channels, what are you supposed to be doing?
Nobody wants to pay someone a compliment and be met with radio silence. It seems like a basic concept, but with all of the avenues that your customers can use to communicate their feelings and our tendency to hone in on complaints and problems so that we can fix them, it’s easy to forget to pay just as much attention to positive comments. Have your feelers out on all of the channels of communication so that no praise goes unappreciated. Customers that love your company and your products will be thrilled to receive your gratitude!
Spotlight Your Fans
Build a community of raving fans by going beyond a simple thank you when a customer praises you. Retweet, share, and feature your customers’ positive comments in order to jumpstart a larger conversation about why your company is loved. Consider showcasing and profiling a “super fan” weekly/monthly/quarterly (as often as you are reliably capable of doing so) to redirect some of the spotlight back to the people who keep you in business and to motivate your customers to be even more vocal in their happiness with your company.
Give thanks for a little and you will find a lot.” —Hansa Proverb
Incentivize by Surprise
When customers praise you and you respond with appreciation, you’re already doing more than 90% of your competitors. When you respond with appreciation and an unexpected gift, you’ll be doing more than 99% of your competitors. For instance, if you sell a cleaning product and someone shares a rave review with a before and after picture of what they’ve cleaned, go ahead and reach out to them and send them a coupon for a future purchase. Or let them know that you want to send them your newest product for review as one of your most valued customers. Little efforts like these are incredibly effective at conveying your gratitude.
Stepping up your gratitude game will give your customers even more to be joyful about and further motivate them to be vocal in that joy. What are you already doing right and what changes can you implement today to ensure your customers know that you love their praise?[/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]