Make yourself at home… In my culture, this is an endearing phrase used to welcome guests into ones home.
I wonder how many British businesses in total have truly grasped this concept of making their consumer feel right at home? After all without the consumer, there is no business. It’s not enough to set up shop, and demand money from your customers anymore. For too long chain stores have got away with pocketing our hard-earned cash without so much of a smile, or a thank you for your custom in return – and what’s worse is that for a long time, we, the British public put up with it!
…It’s worthwhile stating that when I say, at home, I mean at home in your shop, website, or office. The line between virtual, and physical presence has become a blur over the years, and what you put on the front-page of your website matters just as much what you put in the display of your shop window.
How are we making our customers feel at home? Technology, and the way we interact online has changed our culture in such a big way that we cannot afford to bombard our websites with forced speak, technical information, and confuse our customers with false advertising.
The way we communicate with our customers is a vital as communicating with your friend, or spouse. If we get things wrong, then we should be man enough to step up to the mark, and be honest enough to fix our mistakes.
Where more and more chains are folding on the high street, this is a perfect opportunity for smaller businesses to rise up to the challenge and really go the extra mile for the consumer. Not only will you build brand awareness, but you will build a growing customer retention, just by making them feel right at home.
Here are a few suggestions that will help us stay in business.
1. Say “Hello” with a smile – Whether in person, or via a 30 second video clip. Showing our white pearly teeth is a great way to let customers know that you are a business that values their custom.
2. Be clear always – Businesses that are built on this principle will stand the test of time. Transparency is key to the success of your tomorrow.
3. Be reliable – We must say what we do, and do what we say. It’s as simple as that. With the shifting posts of government illustrating a perfect example that people lose faith in something that cuts deep corners, and doesn’t deliver. With lack of care and attention, consumers lose interest, and businesses fail.
The great thing about all three is that they can be applied across the board, from social media, to the shop floor. This is a friendly house keeping post for all business, and marketing departments.
If you would like help with developing a social strategy for your business, assistance in training, blogging, or help transforming your brand communications, then look no further. Get in touch with a freelance social savvy copywriter, right here, or leave your thoughts below.