It’s Thanksgiving, so naturally thankfulness–along with football, stuffing, and gravy–come to mind. But aren’t gratitude and marketing mutually exclusive things? Not necessarily. Gratitude marketing means connecting with people by showing how thankful you are that they used your product or service, shared one of your Facebook posts, or took time out of their day to meet with you.
Gratitude can engage your customers–by humanizing your brand–and help snag new devotees.
Here are some specific ways from DuctTapeMarketing to use gratitude to your business’s advantage:
Create Actionable “Thank You” Pages
A customer’s journey on your website doesn’t end when they click the “place order” or “submit form” button – or at least it shouldn’t. By creating a more actionable “thank you” page at the end of a transaction or form submission, you can strengthen your relationship with that visitor and have them take additional desirable actions.
Along with a genuine note of thanks with a photo or other personal touch, you should consider adding any of the following to your page:
- An explanation of what happens next (ex. when will they get their order? When will they hear from you? How can they contact you with questions?
- Links to your social media pages
- A call to action for a survey or questionnaire
- Something fun, humorous, or touching that will make your customer smile!
Say “Thank You” When You Hit Important Milestones
Did your Facebook page reach 15,000 Likes? Is your Instagram account up to 1,000 followers? Now isn’t the time to be patting yourself on the back (well, okay, maybe just a little). Don’t forget: without your fans, none of this would be possible!
When you reach important business milestones, try to find a way to thank your fans, followers, and customers. It could be as simple as posting a message of thanks, or sending a personalized “we appreciate your support” email. Or, if you operate an ecommerce store, you could celebrate by sending out a coupon or special discount code.
As a small business, it’s important not to let the dedication of your fans go unnoticed, even as you continue to grow. Your customers will expect your acknowledgement and gratitude if you celebrate your early victories, so don’t forget about them as your wins get bigger!
Go Above and Beyond
Sometimes writing an email or tweet to a customer just isn’t enough to express your thanks. If a customer does something really incredible for you – like writes a glowing blog post about you – you should respond in kind.
In cases where your customers have been especially kind, you should have a plan to go above and beyond for them. This may involve something like:
- Sending a handwritten note or card
- Shipping them a free T-shirt, sticker, or piece of merchandise
- Surprising them with a free shipping upgrade or addition to their latest order
- Meeting them in person to treat them to lunch
- Giving them your time – listening to their suggestions and acting on them where appropriate
Customers don’t always expect these “above and beyond” reactions – so by surprising them, you may delight them enough to strengthen your relationship with them, or convert them into a paying customer (if they aren’t one already).