make customers love your brand

11 Steps to Make Customers Fall in Love With Your Brand

Have you ever heard this phrase: “People don’t buy things for logical reasons; they buy for emotional reasons”?

Love is something that often defies logic. It doesn’t mean that you can’t approach it with an analytical mind, but true emotions cannot be emulated.

Falling in love with a brand is not based on you fulfilling some sort of a checklist; it relies on you having the right mindset.

And that’s where the checklist comes into play. Speaking of which, here’s our special list of 11 steps to make customers fall in love with your brand, just in time for St. Valentine’s Day!

1. Be customer-focused

The first one is easy. Well, easy to say out loud, at least.

What is customer-centricity? Why is it worthy of being placed at the very top of our list? (Apart from the fact that the order is quite random.)

Having your service or products focus only on how and what is like trying to build a house from the roof down. Your first question should be “why” — as in, why customers might need this? How can we make their life more convenient?

By answering these questions, you can understand your customers a bit better.

Customer-centricity is a conscious act and can’t be half-assed. If you want the love and adoration of your customers, it’s only full asses from here on out.

Read more: What It Means to Be Customer-Centric

2. Friendly customer service

Here are a few numbers on why the quality of customer service is something we at Qminder underscore time and time again.

73% of customers love a brand because of friendly customer service. 89% of customers have stopped doing business with a brand after experiencing poor customer service.

It’s important that shoppers feel secure, relaxed and fairly treated: 70% of customers base their buying experiences on how they feel they are being treated.

The end-goal is not only to have this warm, fuzzy feeling in your heart from bringing a bit of kindness into this world. The results of upping your service game are quite tangible: 55% of customers would pay more for a better customer experience.

Read more: How to Deliver Excellent Customer Experience

3. Pay attention to the visual side

We’re not only talking about creating a more pleasurable design for waiting rooms — oh wait, we actually do — but creating such a design for every aspect of your business.

Take, for instance, your digital presence.

46% of people say web design is the top factor deciding the credibility of a brand. In layman’s terms, if your site is crap, you get a bad rep.

In general, more than 90% of buying decisions are influenced by visual factors. Color plays a huge role here, as it helps raise brand recognition by 80%.

Every visual touchpoint is a chance for you to tell your brand story.

Read more: 7 Easy Tips to Make Customers Fall in Love With Waiting Rooms

4. Respond to customer feedback

No business decision should ever be made without relying on feedback. Thankfully, the digital era makes it possible to learn the opinion of your customers in practically seconds.

Of course, we would all like other people to sing us praises, but responding only to positive feedback is a no-go.

57% of consumers say that brand’s failure to respond to negative feedback justifies cutting ties with that brand. Thus, responding to negative feedback is what may set you apart from your competitors and win over your would-be ex-customers.

By responding to customer reviews, no matter what they say, you show that you are open to talk and value the opinion of other people. A brand with a human face is a brand that stands out.

Read more: Customer Feedback as a Way to Great Customer Experience

5. Employ positive language

Words certainly have power.

For example, the great customer service that’s so characteristic of Japan can actually be summed up and explained by 7 common Japanese customer service phrases.

Communicating with customers is half the battle won, but communicating with them right is another piece of the puzzle. Brushing someone off, even unintentionally, is easier than you think when you don’t filter what’s coming out of your mouth.

We will cover honesty later on, but many people tend to mistake it for rudeness. There’s a chasm of difference between them.

Being rude? Prepare to get booed. Positive lingo? That’s a bingo.

Read more: 7 Powerful Customer Service Phrases You Need to Use

6. Better waiting line experience

I’m sure you all wondered, “Come on, when is Qminder going to talk about queue management?”

Well, you asked for it!

Waiting is something that every consumer experiences from time to time. But does this experience have to suck? A rhetorical question.

Offering your visitors a better queuing atmosphere is not a Herculean task. You don’t have to be on the same level as the Ritz-Carlton luxury hotel.

In a lot of cases, all it takes is choosing not to frustrate and bore the customers. It’s a simple process:

  1. Have a virtual queuing system in place
  2. Offer accurate wait time estimations
  3. Provide opportunities for entertainment and distractions
  4. Give freedom to roam the place via text message notifications
  5. Have clear signage so that people wouldn’t get lost

Read more: 5 Easy Steps to Better Waiting Line Experience

7. Enable self-service

The concept of self-service is self-explanatory and self-evident. Giving customers the means to take charge of their own service is a trend that keeps growing in popularity.

40% of consumers now prefer self-service to contacting a customer service clerk.

This can take the form of being able to find answers to the questions that are bugging you: 50% of customers consider it important to solve product or service issues themselves.

Or, self-service can be more encompassing: 70% of customers expect a company’s website to include a self-service application.

Self-service provides a few perks that traditional customer support simply cannot offer. For one, it can greatly reduce service time — especially once customers get the hang of the self-service option.

Secondly, this gives your customers a sense of agency. “Hey, I can take care of my own business, no problem!”

Read more: Helping Customers Help Themselves: The Benefits of Self-Service

8. Omni-channel customer service

For today’s companies, it is incredibly important to talk to their customers, be it online, offline, via social media, etc.

Companies with a focus on omni-channel customer service retain an average of 89% of their customers, as compared to 33% for companies without such customer service.

It’s not enough to just provide omni-channel communication — it needs to be consistent, too.

Accenture found that 89% of customers get frustrated because they need to repeat their issues to multiple representatives. Moreover, 87% of customers think brands need to provide a more consistent experience.

Omni-channel communication is a way for businesses to achieve excellent customer service and provide consistent customer experiences.

The demand for omni-channel experiences is going to keep growing. If you truly want your business to succeed, you need to fully exploit omni-channel customer service.

Read more: Mastering Customer Loyalty in the Digital Era

9. Take care of your employees

Employee experience is a concept that is not that distant from customer experience, and improving one hinges on improving the other.

Here’s why empowering staff positively impacts your brand perception:

  • 85% of promoters say staff were empowered to help them (29% of detractors say the same)
  • 83% of promoters are happy with knowledgeable staff (55% of detractors say the same)

Moreover, the Temkin Group found out that the organizations who earned “good” and “very good” employee engagement ratings are also more likely to be regarded as the leaders in CX.

Caring for your customers and caring for your employees is practically one and the same. If you want customers to fall in love with your brand, you need your staff to fall in love with it, first.

Read more: Happy Employees Make Happy Customers

10. Be transparent with your customers

In customer service, just like in love, secrets are mines that are waiting to explode in your face.

Be honest with customers and don’t try to hide some of the less presentable aspects about your brand or service.

For example, waiting times. People do not respond well to having estimated wait times concealed from them. Sure, it creates the illusion of having no waiting at all, but this is a lie that gets exposed easily.

Instead, provide clear estimations. When customers know exactly how long they need to wait until service, their perception of wait improves.

When left in the dark, we tend to assume the worst. Transparency helps get rid of this darkness and show your customers that you’re the genuine article.

Read more: Solving Customer Wait Times

11. Personalize your service

Brand personality is nothing without personalizing your brand’s service.

According to Accenture, 75% of consumers are more likely to purchase from a company that knows their name and recommends them products based on their purchase history.

Giving your customers suggestions based on their purchase history is a small, but crucial change that brought about the Netflix era of service. It’s not enough anymore to fulfill your customer’s wishes — you need to learn to anticipate them, to understand them on a deeper level.

And understand your customers on a deeper level, as well.

Even something as small of personalization as using your customers’ names is a huge step towards making your service stand out. Stop treating customers as if they are items on a conveyor belt.

Make time to connect with each and every customer, and before you know it, this connection will blossom into a full-blown relationship.

Read more: The Power of Using Customer Names

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Not all customers who claim to love your brand are your significant others. Do check your followers for fake personas and bots.

You don’t have to fall for the very first person who claims to love you. As mothers have claimed from the beginning of time, “the right one will come along the way” 😉


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