Thought of the day: “All of us need to understand the importance of branding. We are CEOs of our own companies: Me Inc. To be in business today, our most important job is to be head marketer for the brand called YOU.”

How to WOW Your Customers and Keep Them Loyal to Your Business! by Michelle Hummel

How to WOW Your Customers and Keep Them Loyal to Your Business! by Michelle Hummel

“Right from the moment of our birth, we are under the care and kindness of our parents, and then later on in our life when we are oppressed by sickness and become old, we are again dependent on the kindness of others. Since at the beginning and end of our lives we are so dependent on other’s kindness, how can it be in ……the middle that we would neglect kindness towards others?” Dalai Lama      

Action of the day: Exceed your customers expectations with kindness!

1. Know your customers

Create forms on your website for customers to let you know what their needs and preferences are when signing up for your newsletter. Once you create these lists in your database you can send targeted messages to your customers based on their interests. This information helps you keep in touch with and best serve your customers.

2. Inform your customers

Say you own a wine store and you just received a shipment of Cabernet Sauvignon. Go through your files to see who buys Cabernet Sauvignon and send them an email about it. Reference the fact that they’ve bought this from you in the past, then offer to hold some for them for a few days. Since you’re loyal to them, they’ll be loyal to you.

3. Help your customers

Post helpful information through your blog, email and/or social networks to keep customers or clients stay informed about issues that might relate to them. Changes in the tax code, computer-software compatibility problems, etc. Give people information they can use and they will think of you as a valuable resource.

4. Surprise your customers

Send your best customers a Gift Certificate in the off-season or a useful premium with your business name on it. Since they haven’t asked for this and haven’t “earned it” through some points program, they are surprised and delighted.

5. Delight your customers

Send a friendly email to wish them a happy birthday or happy holidays with a nice card personalized to them.

6. Thank your customers

“Please” and “Thank you” may be the most powerful words in the English language. Use them an email. A sincere thank-you letter following up a purchase is always appreciated. Say, “Please let me know if there’s anything else we can do for you,” and customers may take you up on your offer.

7. Reward your customers

Call it a “Membership Card,” take some personal information before you give it out, and use email to take the rewards program to a higher level. Send members of the program a card on their birthday, with an offer of a discount or free gift. The card becomes a symbol of a more personal relationship.

8. Free Advertising

Ask your members to share success stories, helpful tips or valuable information that you can then add to your website with a link back to their business.

If you want expert help creating the right online strategy, be sure to take a look at how Web Strategy Plus can help.


Michelle Hummel is CEO of Web Strategy Plus a full-service digital marketing agency focused on Franchise Marketing. She was recently nominated for the Woman-Owned Business of the Year! She’s a passionate Social Media Trainer with 15+ years of successful online business development, sales, and marketing experience. She also holds a valuable Internet Marketing Degree however with the ever-changing world of web marketing she strives to learn something new every day. 

She travels Nationwide visiting her 22 Social Media Enthusiasts Chapters delivering in-depth social media training. She also provides Social Media Certifications through founding Web Media University. A current contributing editor to The Franchise Dictionary Magazine and she has written 3 books in her series called, “The Social Media Magnet: Everything You Need to Know to Attract Customers with Social Media”, where she shares her best-kept secrets to success. She also specializes in helping Franchisors and Franchisees develop an integrated web marketing program to drive leads. She’s available for interviews via email, telephone, Skype video, news segments on location and more. Just let her know how she can help!


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