How do you feel about that outfit hanging in your closet that makes you
look so "I-can-crush-it" confident? Or that much-hyped business
course you bought which turned out to be quite under-delivered. There is
something so powerful in the intangibles. Things that you cannot see or touch
but just feel. If one particular thing made you feel great once, you will
subconsciously develop trust towards it. It could be a person, a destination, a
food item, or a brand. And likewise, for a negative feeling. You
will never easily forget that either and you might not even give it another
chance. Isn't it? So what do these feelings, good or bad, lead to? They lead
to experience. Providing an exceptionally good experience to
your clients is the number one factor that will make them come back to you over
and over for more + send referrals your way!
“People will forget what you
said. They will forget what you did. But they will never forget how you made
them feel.”
— Maya Angelou
Don't we all love a great experience? It's a no-brainer! For example -
you're gonna sing praises of that book you recently bought because it had just
the perfect amount of everything it claimed to have. You felt really satisfied
after reading it so you will most likely pick up other books by the same
author! That's the power of a great experience and that's what we are capable
of providing to our clients. Because of this amazing experience you provide,
your clients will become loyal fans who trust your expertise in their business.
This really helps in getting repeat business and some awesome word of mouth
marketing in the process is just one of the many sweet bonuses
So I will be diving into 6
strategies that you can implement to guarantee repeat business from loyal
clients. Follow along!
MAKE THINGS SIMPLE
I cannot stress on this one enough. Simplicity is the number one thing on
my mind when I am branding
for creatives who are busy
business owners. Imagine if you had to go through a 10-page manual to
understand how a product works or try and guess the process of working with a
business coach, how would you feel? Frustrated, right? So we do not want to
head that route. Make each step super simple for your clients and guide them
along the way. Everything needs to be clearly laid out, easy to understand and
the execution has to be super smooth as well. When everything is easy, the
clients are going to have a great experience because YOU managed to save their
time and mental energy that they can now use for another thing on their plate.
Believe it or not, it’s going to be such a relief for your clients and they
will not forget the heavy lifting you did for them!
DO WHAT YOU SAY
Your business is built on some core values. These brand values are
not something you jot down on your about page and then forget. Rather I would
encourage you to internalize these values, make them a part of your daily
doings and act on them on a regular basis. Let those values reflect in your
work, brand identity, messaging on the website and social media, and most
importantly in your in-person dealing with your clients. This is one great way
of showing them that you do what you believe in. This also leads to your
customers experiencing feel-good vibes towards you and helps in building a
lasting relationship.
GET CREATIVE WITH INCENTIVES
Don't we all LOOOVE it when someone makes us feel special? Even though
freebies are a good way but the purpose of freebies mostly remains to attract
clients. As creative CEOs, here's your chance to shine! The idea here is not
just to attract but genuinely give your customers an experience they can
remember. Dig into those gazillion ideas buzzing in your head and find creative
ways to offer incentives to your customers that will make them go weak in the
knees! For example: if you have sold a high-level coaching program to your
clients, inside that program - you can throw in a couple of complimentary
intensives or power-hours that you know will really benefit your clients. A
small gesture from your end will add so much value to your client's
life/business in addition to being a sweet surprise for them. Ask yourself - how
would you feel if you got that special treatment? I for sure would love it!
You may also like: 3 Incredible Ways to Make Your Brand Innovative &
Memorable
ADD TO THE EXPERIENCE WITH A
GIFT
You completed the project or the job you were hired for. Now, what next?
Don’t just abruptly let your engagement come to an end. Make sure, you are
making an opportunity for a continued relationship. Give them something to
celebrate a successful collaboration that also helps you stay top of mind.
Sending a thoughtful gift is a great way to add a personalized touch that
strengthens your relationship with your client. It’s not about the value of the
gift (it could be a $20 Starbucks gift card), it’s about the gesture. You going
the extra mile and thinking about your people is the thought that counts. As a
creative service provider, you have the chance to get creative with client
gifts! My personal favorite is Greetabl. It allows you to build your box with personalized
messages, pictures, and more. I remember receiving one such gift a while ago
and it had such a sweet personalized message printed inside the box. I still
remember how my face lit up when I opened up that box + I have not thrown it
away to this date nor forgotten who gave it to me!
TELL A COMPELLING BRAND STORY
There is a psychology behind every product we buy or service we choose to
invest in. We feel a certain way about something and that feeling convinces us
to make a purchase. As an example, I want to point you to Airbnb's incredible brand story. Airbnb is a
trusted community marketplace for consumers to list, discover, and book unique
accommodations for unique travel experiences. People feel so connected with
this story and as a result, they have become loyal users. Airbnb has challenged
the hotel industry and totally redefined an experience for millions of
customers that they would choose Airbnb any day without a second thought. Your
brand story, if told well also has the power to turn your clients into loyal
fans who will continue to choose you because they are emotionally invested with
your brand. Using story when I am branding for creatives using my signature brand
strategy process, is how I differentiate my clients’ brands from their
competitors in their industry.
This post I wrote sharing My 3 Step Formula To
Craft Your Story will be
super helpful for you to really stand out in your industry using storytelling.
Go try it out!
FIND WAYS TO KEEP IMPROVING
Creating an exceptional experience for your clients involves a commitment
from your end. A commitment to keep improving. Stay open to continuous learning
- of your client's pain points and how you can make their life easier by adding
more value. There is always scope to improve your process and offer more
support to your people so that they reach their goals quicker and see the
results faster. Lastly, whatever you do always overdeliver. That genuinely goes
a long way!
That’s it, there you go. Keep practicing these tips to craft exceptional
and unforgettable experiences for your amazing dream clients so that your brand
always remains top of their minds and you get continued business from them.
It’s the most authentic way to build a profitable brand.
And as always, I will keep rooting for you!
