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Episode Summary:
You have lots of customers coming in the door this season – how are you making sure you wow and delight them so that they can’t help but smile when they leave and become superfans?
If you’ve listened to my podcast for a while, you know that we talk a lot about the 5 parts of retail marketing, the framework I call Foot Traffic Made Simple.
We can keep our marketing unique, but there are 5 things we all need to to keep that marketing engine humming along.
Attract. Engage. Nurture. Serve. Wow and Delight. It works.
Let’s talk about WOW and DELIGHT. It’s what really sets us apart from those big box competitors.
We value our customers, without them we have no business.
So with every customer that walks in the door – let’s make sure we are wowing and delighting each of them.
The benefits of having them happy, other than that’s pretty darn cool, but it makes our customers WANT to refer us, brag us up, tell their friends, and return themselves.
Here are 4 tips to help you wow and delight your customers this holiday season and get them coming back in January:
1. Create an Experience
People want to experience your store as soon as they walk in. Whether that’s great music playing in the background or your amazing staff, create an escape for your customers, especially in our current climate. It’s all about them.
Other fun extras:
- Create a map of your store
- Create a scavenger hunt
- Coloring Pages
- Candy at checkout
- Video running of inspiring Pinterest Boards or how to’s
- Free Demos
2. Do Things Differently – think creatively!
It’s time to stand out and be different! Get creative with this too! Create something that your customers will remember and have fun in the process! (See the theme here – make them smile).
Clever, quirky ideas:
- Create a special message with a QR code
- Add something visual to a dark corner of your store
- Add something personal to a special event
- Create an event in January
- Bag stuffers
- Puzzle pieces
- An “invisible” email
3. Personalize the Customer Experience
Listen and pay attention to them. How can you get a little more personal with your customers? Write your customers hand-written notes. Say thank you with their first name (that you got from their credit card). Have snacks or special treats readily available. Hand out gift cards! Simply introduce yourself.
Your customers want to feel special, they want to be seen.
4. Be adaptable with your policies and procedures
Think about the rules that you have in place and how they affect your customers. Things have changed in retail. You want to continue to think about how your customers will feel. You want to be a problem solver for your customer, so ultimately, they purchase and trust you and your shop. They want to see how you handle certain situations.
How can we level up just a little bit more?
When you pay attention to all of the above, word of mouth will do the rest and your customers become like billboards, shouting your amazing-ness from the rooftops.
In This Episode:
[0:22] Intro
[5:28] Create an experience
[10:47] Do things differently
[16:06] Personalize the customer experience
[21:55] Be adaptable
[27:42] Review
[31:36] Sending my love
A quote takeaway for you…
“Think about how you can make your customers smile, the things that will make you “Instagramable” ready. Remember, no one ever brags about a perfectly ordinary experience.” – Wendy Batten
More Helpful Resources:
Episode 69 – Becoming a Destination Shop
Episode 5 – How To Stand Out (And be Remarkable) In Your Brick & Mortar Retail Business
Episode 79 – Your Competitive Advantage Over Amazon
Episode 55 – Unscalable Conversations
Foot Traffic Made Simple
Retailer’s Inner Circle
For more support from Wendy:
Retail Made Simple – Wendy’s on demand course for shop owners wanting more from their business
Retailer’s Inner Circle – Join Wendy inside the best retailer’s community
Wendy’s FREE Resources for shop owners
More ways to connect with Wendy
This podcast is sponsored by my Retailer’s Inner Circle:
If you want to elevate your skills as a shop owner, and have been searching for a community custom-made for you, join us inside the Retailer’s Inner Circle here!
The Shop Owner’s Game Plan
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If you’re a heart centered shop owner wondering what to do next in your retail biz, this is your game plan!
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