Kind words do not cost much. Yet they accomplish much.
~ Blaise Pascal
The most important image that your business projects is customer service. It relates to your company’s culture, how you communicate to your customers and how you re able to satisfy customer’s needs. Customer’s experience reveals so much about the business, especially the underlying truth: how are you committed to your business and customers; how eager you are to improve your business relations; how customer support is agile in solving problems.
It’s normal to have “now and there” sporadic, unsatisfied customers and complaints, but if it turns into habit, a regular event that you have repeatedly to deal with, your business focus and direction is lacking something.
When you try to meet the customer’s needs, you can incorporate some fun and interesting things, that will refresh your company’s communication with customers, make them smile and mostly – talk about it! They will certainly share pleasant experience with others and not will you only see your customers coming back – most importantly you’ll gain new ones.
So today, I’ll share three tips for more creative and engaging communication with your customers:
1.Make it fun!
About year ago, two students, after finding out at their local Tesco that their favorite popcorn is no longer stocked, they turned to Tesco to find out the truth – but not with regular letter, but in the form of a poem:
You would probably expect such a huge corporation not to have time to bother with such things, but with great surprise for both students in question, Tesco responded also with poem and awarded students with some card money:
Tesco has dealt with this situation in fun and creative way, taking customer experience to a totally different level. And we can learn a lot from their example.
2.Make it persuasive!
One real estate company that has 12 hotels, uses poems in order to motivate guests to share their experience and write reviews. Simple poem cards with the most accessible verse of poetry simply invites the guest to follow the rhyme:
“Roses are red
Violets are blue
…Fill in the rest…
In the article is further explained the result:
Ïn June of 2013, our overall average review score was a 3.0 out of 5.0 with a total of 77 reviews. We had been using generic review solicitation cards for the past five years. Then, we implemented the poem cards in July of 2013. Our overall average review score jumped to 4.2 out of 5.0 with a total of 201 reviews, more than double the amount of input.
3.Show that you care!
You should never take your customers for granted. It’s a relationship that is build over time with trust and commitment. Thehaikuguys, came to a very interesting idea for you to show your gratitude, appreciation and overall kindness in your business.
As they state:
Ideally, one could incorporate individual, customized haiku-writing into relationship-building with customers. A way to tap into their passions, connect with them in a new format outside of email and project management software, and acknowledge that they are first and foremost humans, not customers. Maybe haiku gifts could deepen and refresh customer relationships in such a way that they wouldn’t even be customers anymore; they’d be friends.
And here are some examples:
“we want to give you
everything you could need,
then a little more”
for our software exploding-
we think it’s fixed now”
“if you cancel now,
will you always wonder what
good could have happened”?
So poetry can be stimulating and showing our good intentions and that we actually care – no better way then through poetry.
And what are your thoughts on this topic? Are there any other ways to incorporate poetry in your business communication? Please, share in the comments below!