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February means Valentine’s Day. You may not be the flowers and chocolates type, but this holiday can be a great reminder about the importance of spreading customer love.

We want to help you sweep your customers off their feet because wooing your customers online isn’t so different from dating. Customer love has countless benefits. Great service brings your growing business generous testimonials and referrals, social shares, and unique content from your users. Most of all, the love you give your customers builds their trust and loyalty to your brand.

7 Ways to Make Your Customer Love You

  1. Look and Feel Your Best

  2. Be Responsive and Proactive

  3. Empower Your Wingmen

  4. Give Good Presents

  5. Snuggle Time

  6. Kiss and Tell

  7. Get Exclusive

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Here are our favorite ways to give your customer love – we promise, it’s easy!

Look and Feel Your Best

You wouldn’t show up for a first date in track pants and coffee spilled down your front, and the same goes for first impressions online. Looks do count, so it’s super important that you’ve got a great looking website that not only captures your buyer’s imagination but allows them to easily navigate, browse and buy.

You want to make sure your brand is ready for a night on the town. You can’t just woo your customer once and expect them to keep coming back. Make sure your brand is recognizable, authentic, and attracts customer love from buyers who want what you have to offer.You also want to make your buyer feel good about their buying experience on your site. A beautiful experience from head to toe (or homepage to checkout) is what you’re aiming for here. You can get the look and feel that you want for your online store by using one of Selz‘s gorgeous and professional themes or adding a slick button or widget to your existing website.

Read: 7 Steps to Building an Ecommerce Website

A sprinkle of digital hearts represents the ways you work to make your customer love you in this article for Selz the Ecommerce platform for growing business

Be Responsive and Proactive

Don’t be that guy that doesn’t respond to text messages or calls. We’re not saying that you need to be available 24/7 to your customers like Selz customer service, but a 100% response rate in a timely manner can go a very long way to building customer love.

If you’re aware of an issue, reach out before a customer has the chance to complain. Be professional, helpful, and friendly – fast and effective results are what customers want when there’s been a bit of a snafu. Even if you can’t solve the problem quickly, make sure you are communicating.

They’ll appreciate that you thought of them, be far more forgiving, and they’ll be less likely to share their negative experience with their peers. It’s likely they’ll eventually forget the bad stuff and remember your awesome service instead.

Smothering your customers with oversharing, too much affection, or overfamiliarity won’t help. They don’t need to know all the details about why an issue occurred, they just want a solution that makes them feel good.

To optimize customer love, make sure to:

  • Be consistent. Check and respond to customer inquiries at least twice a day. If you’re not always in front of your computer, make sure you’ve got the relevant email accounts hooked up to your mobile so you can respond on the fly.
  • Use the right tools. If you have a large volume of customer requests, it’s best to use a professional ticketing system.  You want to make sure those customer love letters don’t go astray and that you’ve got easy access to all your past conversations.
  • Keep an eye on social media accounts. Customers will often go to these to ask questions, make complaints, or say how much they love you. You need to be responsive to all of these. Handle complaints with care in public – if you can resolve it on the social platform then that’s great, otherwise make an effort to get the conversation going via email or phone instead. Keep in mind not to share personal or transaction details in public places like Facebook.

Read: How to Improve Product Quality with Customer Feedback

Suspended wooden hearts A sprinkle of digital hearts represents the ways you work to make your customer love you in this article for Selz the Ecommerce platform for growing business

Empower Your Wingmen

If you truly want to succeed in getting true love from your customers, then the culture of customer love needs to permeate your growing business.

Whether you have a team of people working for you or you’re a one-person show, there are many ways that you can give great customer love.

  • Train your team. It’s essential that your team understand the importance of making each customer touchpoint a love-filled experience. Creating a Voice and Tone document that shows others the preferred way of speaking to customers – MailChimp created a great one. Having a document like this gives the right voice to anyone in your business from customer service through to sales and marketing.
  • If you’re finding that you’re short on time, consider hiring a virtual assistant for a few hours a day to handle comments and grow the community for you. And always make sure you have a clear call to action to visit your store and sell where your customers are to make things easy for them.
  • The power of automation. With the right tools, it’s possible to have great customer relationships at scale. This comes back again to using clever apps for a seamless and beautiful purchase process. Make sure your language and branding are consistent across all your communications and if you can personalize, go for it.

Read: How to Hire the Right Person to Grow Your Business (And Your Team)

A paper bag decorated with the word thank you inside a heart A sprinkle of digital hearts represents the ways you work to make your customer love you in this article for Selz the Ecommerce platform for growing business

Give Good Presents

Everyone likes presents, and a well-timed gift or opportunity is an incredible way to make your customer feel valued. A personalized thank you note or birthday card goes a long way to showing customer love. A good present doesn’t have to be expensive, it just has to show that you care.

  • Get physical. If you’re selling physical products, then packaging and presentation are key. How you deliver, box, and tag your product all adds to the experience that your customer has with that product. You want to be consistent with your branding and quality throughout the entire journey. If you’re charging premium prices, then give a premium shipping experience (don’t forget to factor the cost into your sale price).
  • Give them more. Take every opportunity to cross-sell and upsell. Show your customers how your product can be even better when combined with your other products and services. Make the offer about customer love – show your insight into their business and selling proposition when you make these offers.

Snuggle Time

Now’s your time to show how much you really care. While the buildup to purchase and the purchase itself was what we’re here for, don’t you just want to do it all again? Showing some extra customer love after the fact is a fab way of bringing a buyer back for more. Your amazing customer experience doesn’t stop after the transaction is over.

  • Make time for your customers. Think about ways that you can save them time and money. Provide incredible customer service and create content that helps your customers optimize all the value that your product or service offers.
  • Use review tools. If you’re consistently getting positive feedback, then share the customer love and consider adding a commenting or review function to your online store. Just like having a friend put in a good word for you when you’re trying to land that date, reviews from past customers are conversion gold.
Two kissing clothespins holding paper hearts A sprinkle of digital hearts represents the ways you work to make your customer love you in this article for Selz the Ecommerce platform for growing business

Kiss and Tell

Talking about your feelings goes both ways when it comes to the customer love relationship. It’s no secret that a dissatisfied customer is far more likely to talk about their experience with others. With the help of social media, they can be broadcasting something less than favorable about you to their entire social network in just a few clicks. Obviously, prevention is better than cure, but if you do have a disgruntled customer it’s important that you take the time to address their issues as fast as possible.

On the flip side, if you get some great feedback, make sure you show it off. Great customer service matters more to most buyers than price does.

A few ways that you can share the customer love:

  • Add a positive review from a previous customer to each of your product listings to inspire trust in potential buyers
  • Add some testimonials to your store’s homepage – a written testimonial is great, with a photo it’s even better
  • Create a healthy social media environment – this allows your good vibes to shine, even when you’re not around. An engaged and passionate community that loves what you do is worth a thousand paid ads. Remember, it’s better to impress on one social platform than stretch yourself thin on several. Find one platform that really works for you and romance those followers hard.

Read: How to Promote Your Business on Social Media (Without Annoying Your Friends)

A hand draws a red heart A sprinkle of digital hearts represents the ways you work to make your customer love you in this article for Selz the Ecommerce platform for growing business

Get Exclusive

A big part of customer love is loyalty and commitment. Your relationship with your customer started with an intense emotional connection. With that in mind, make sure you have a customer loyalty program in place. Create discounts, coupons, or special products with your favorite customers in mind.

Customer love is showing your return customers that they are special, so find a way to offer them exclusive access. This might mean giving them a chance to test new products or a special event just for your return customers.

  • Make it easy to come back for more. Entice buyers back with a discount code or exclusive offer that they can’t resist. You can use a custom receipts app to automatically send out an email that includes a fun message, promo code, or suggestion for future purchases.
  • Follow up. Sending out a follow-up email a week or so after purchase shows your buyers that you’re still thinking of them and that you still care about how they feel. In the early stages, you can do this manually, but if you’ve got a larger customer base then setting up some email automation is just as good.
  • Grandfathering. If you offer subscriptions or recurring charges for your products or services, grandfather loyal customers in after price changes. This customer love will lock their payment in at the initial rate and will make them more likely to continue to help you expand your business.

Are you ready to romance your customers? We want to hear your customer love stories, and how you go above and beyond to delight and serve your buyers. Leave us a comment below!

This post was originally published in February 2016 and has been updated for accuracy and comprehensiveness.

About the author

Melissa Whidjaya

Melissa is the co-founder of Bloombox Co. Bloombox Co works to connect flower growers and flower buyers, creating a distribution system that reduces waste, improves profitability for growers, and removes barriers to consumption, providing flower lovers with a fresher, more sustainable product than ever before.

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