Week 13: The strategy of surprising and delighting customers
Tips from successful female founders on wow-ing customers
Welcome back to another edition of Inspirele’s bi-weekly newsletter! Today, we’re sharing a collection of top tips on customer management from 50+ successful female founders across the globe.
As competition intensifies in virtually every industry, cultivating a loyal customer base has never been more critical. And doing it in a genuine way is especially important - the lack of authenticity and impact by businesses is something that more and more people are actively avoiding.
Why are we talking about this, and not marketing?
Customer acquisition has been researched time and time again, but the art of surprising and delighting customers is not as widely discussed. Marketing may attract customers, but our research and interviews have shown that it is the act of continuously delivering customer satisfaction that keeps them coming back and grows your customer base. Here’s why:
Building Lasting Relationships: Marketing may grab attention momentarily, but delighting customers builds relationships that stand the test of time. It's about creating meaningful connections that go beyond transactions and foster loyalty.
Creating Advocates, Not Just Customers: Delight turns customers into advocates – passionate advocates who sing your praises far and wide. They become your greatest asset, spreading the word about your business through glowing testimonials and referrals.
Setting Yourself Apart: In a crowded marketplace, delight is your secret weapon. It's what distinguishes you from competitors and makes your brand unforgettable. By delivering exceptional experiences, you carve out a unique space in the hearts and minds of your audience.
Expert guide: How can one surprise and delight customers?
To answer this question, we’ve compiled a powerful list of 7 top tips from successful female founders across industries.
Conduct a Customer Journey Audit: Review every touchpoint of your customer journey and identify areas where you can enhance the experience. Look for opportunities to add personalization, streamline processes, and exceed expectations.
This starts with a deep understanding of their needs, preferences, and pain points. Put yourself in their shoes and map out all the potential questions and concerns you may have when purchasing the product or service
Conducting thorough market research and gathering feedback directly from customers can provide invaluable insights into how to exceed their expectations.
Celebrate Authenticity: In a world of stereotypes and expectations, authenticity is your greatest asset. Embrace who you are, infuse your brand with your unique voice and values, and watch as customers are drawn to your genuine sincerity.
Invest in Personalization: In today's hyper-connected world, personalization is paramount. Tailoring products, services, and interactions to individual customer preferences not only enhances their experience but also fosters a sense of loyalty and belonging.
Go Above and Beyond: Finally, true delight comes from going above and beyond the call of duty. Whether it's offering personalized recommendations, providing expedited support, or surprising customers with unexpected perks, these small gestures can leave a lasting impression and generate invaluable word-of-mouth referrals.
Implement Proactive Communication: Effective communication is the cornerstone of customer delight. Keeping customers informed about product updates, special promotions, and relevant news demonstrates a commitment to transparency and fosters trust.
Think beyond just your product: Constantly ask yourself what other complementary features / services you can offer to your customers alongside your product that will increase their overall satisfaction. This could be done by offering something as a gift, widening your offerings, or partnering with a different business to deliver higher overall value.
Lead with Compassion: Finally, lead with compassion – for your customers, your team, and yourself. Treat every interaction as an opportunity to make a positive impact, and watch as your kindness and generosity ripple outward, touching the lives of all those you encounter.
Prompt for the week
This week, think about all the different touchpoints that your customers have with you, and reflect on the following questions:
“How can I better delight them at each of this point?”
“Is there something new I can introduce at these points, or create a new touchpoint to surprise them and make them value my product more?”
Hope this helps in your journey of customer delighting and surprising. Remember, the sky is the limit - with passion, perseverance, and a commitment to excellence, there's no limit to the experience you can offer your customers.
Till we meet again,
- Nareen