21/06/2021
"LISTEN. Do you hear that? That's the sound of customers being heard. It's a key part of what brings customers back to your business.
If you sort of, kind of, have a vague idea of why customers come back - it's not enough! When you become known for having certain values or benefits, it means you're delivering on them consistently. And your clients know they can count on you for it. Knowing exactly what these qualities are enables you to exploit, and importantly maintain them.
Whilst great customer service or speedy delivery/turnaround are obvious values, it's likely that there will be others, too, which may have arisen over time as a quirk of your staffing, the marketplace or even the product or service itself. (Think Avon's 'Skin so Soft', now into its second decade as a well-known bug repellant).
You have to LISTEN to your customers to know what it is that draws them to you. Then remind them of this in your brand messaging and imagery.
Strangely, despite us spending an average of 2hrs 25mins each day on social networks and messaging, only HALF of companies employ social listening - that's engaging with, and paying attention to what their customers are saying about them.
This means that there are likely a lot of businesses out there who are gaily plodding on, with a brand that does not speak to the core reasons of its customers purchasing behaviours.
If you're not sure what people love about your brand, find out - listen, engage, and integrate. Then do more of it:)
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