Businesses, large and small are reverting back to the good, old-fashioned thank you note, complete with personalization. Is it enough to keep up customer loyalty?
From purses to perfume to scrubs, customers are being thanked for their purchases by retailers hoping to stand out in a market crowded with similar products and sales coupled with a slower economy – and through handwritten notes sent by sales staff.
Retailers are hoping the boost in customer service and the show of appreciation will keep customers coming back for more, and in some cases it actually works.
Comparing it to a first date, some salespeople think that the personal contact keeps the customer engaged and more willing to listen and come back when there are special sales or events that might appeal to them.
Taking the customer appreciation to another level, in addition to personalized thank you notes could even mean adding mobile POS devices to your outlets, driving down wait times and providing them with the convenience they’ll appreciate. After all, isn’t a positive shopping experience the start of great customer service and loyalty?
What else do you think adds to building customer loyalty? Has your company employed the use of handwritten notes or special, personalized tokens of gratitude lately? If so, have you measured a difference?
Source: American Public Media, December 2010
