The single most important ingredient for growing any business is the creation of customers who are so happy that they tell your friends about you. That’s it, plain and simple. But how many companies lose sight of this critical element and focus instead on any number of other things: cutting corners, increasing profits, beating the competition…
But what it really comes down to is this one thing. If you can find a way to make sure your customer feels special, feels heard and feels well-served then tell me, how easy is it going to be for your competitor to steal that customer away? Probably not very easy at all, because people will pay a little more and will even go out of their way for a company and a brand that they feel “gets” them and treats them well.
This type of thinking has led people to be able to successfully create restaurants and other businesses that are miles from the nearest town, yet people will go out of their way to go there because of the way it makes them feel once they arrive. It’s also one of the key reasons that some companies succeed while those right next door to them do not.
While building customer loyalty is a long game, more marathon than sprint, it’s also well worth the investment. Customers who are valued and who feel connected are much less likely to chase the next shiny object that comes by, and that’s true even in a world of ever-shortening attention spans.
So, what can you do today to say thank you to your customers, to let them know you care? Give it a try and see what happens. You might be very pleasantly surprised.