Make Your Customers Feel Special
September 1, 2007 – 10:27 amFor the past two weeks, I have bought twice from an online merchant. Actually, I have registered with the store a year ago and promptly forgot about it. Recently, I checked my bookmarks and chanced upon it and decided to check it out and then ended up buying twice. Since then, I opted in to their mailing list.
After being sent about ten emails since my opt-in, I realise something. This store makes their customers feel special.
They will send emails which go like this: Congratulations! You have been selected ….
Certainly, the mail makes you think that you, and a handful of people, were selected to participate in an exclusive deal, but for all we know, they may have sent out the mail to their entire customer database. But the important thing is that the recipient feels special to be selected.
And then the store gives personal attention to their customers. Once, I left my order without checking out because I was undecided if I should purchase an item. Of course, all customer movements are tracked at the back end of the store. Soon, I received an email asking me if I ran into trouble with my order and if there’s something that I would like to ask.
Yes, I had a problem and it was me fighting with myself into not buying something that I do not NEED.
The point is, if you have a store, you have to make your customers feel happy and special. This human touch will gain you more sales. But do try to be genuine about it!
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