How HARD Can You Market? — Series: Bear Hug

Have you ever made your Customer Valued?

Have you ever made your Customer Cared?

Have you ever made your Customer Appreciated?

Have you ever made your Customer Secured?

This is the general question you should ask……..

I am not here to demotivate you…..I am here to help you out.

during play or fighting, bears may stand on their hind legs and wrap their front legs around each other.

BUT what it is meant in terms of HUMANS?

In human interactions, a bear hug is a strong, full-body hug, often accompanied by a pat on the back. It's a more intense form of a regular hug and is often used to convey strong emotions like love, joy, or even sorrow.

Why People Do It:

Affection: To show strong affection or love towards someone.

Comfort: To offer solace or comfort in times of distress.

Celebration: To express joy or congratulations.

Reassurance: To provide emotional support or reassurance.

Greeting or Farewell: Sometimes used as a more emotional greeting or farewell than a handshake or wave.

The idea is to create a customer experience that is so warm, welcoming, and exceptional that the customer feels as though they've been given a big, metaphorical bear hug.

Let me ask, have you ever noticed most of the MATURED companies, i.e. companies that have spent decades in MARKET are more caring than the new ones?

Why Older Companies Like Ambanis or Tata "Bear-Hug" Customers:

Established companies have a reputation to maintain and are more invested in long-term customer relationships.? Older companies often have more resources to invest in customer service, including trained staff and customer relationship management systems.

Established companies value customer retention and understand that exceptional customer service is a key part of that. These companies often have a longer-term business view and understand the lifetime value of a customer, making them more willing to invest in exceptional service.

Companies like Tata have a long history and a cultural ethos that places a high value on customer satisfaction and ethical business practices.? Older companies often have diversified business interests, allowing them to invest more in customer service without worrying about short-term profitability.

OFFER an unparalleled customer experience, especially if you are a STARTUP

1. Personalized Service

• Use the customer's name in interactions.
• Remember past purchases or preferences.

Starbucks, a global coffeehouse chain, often writes the customer's name on their coffee cup. This simple gesture makes the interaction more personal and makes customers feel recognized.

2. Exceptional Customer Support

• Offer multiple channels for customer support, including phone, email, and chat.
• Train your staff to solve problems efficiently and with a friendly demeanor.

Zappos, an online shoe and clothing retailer, is renowned for its exceptional customer service. They offer 24/7 support and are known to go above and beyond, even sending flowers to customers going through tough times.

3. Surprise and Delight

• Offer unexpected perks or bonuses.
• Send a thank-you note or small gift after a purchase.

Amazon occasionally surprises its Prime members with unexpected perks, like free eBooks or exclusive access to new services.

4. Listen and Adapt

• Take customer feedback seriously.
• Make changes based on what you hear.

Netflix canceled a popular show, but after significant customer feedback, they decided to bring it back for another season, showing they value their subscribers' opinions.

5. Transparency

• Be upfront about costs, any potential delays, or issues.
• Update the customer regularly if there are any changes to their order or service.

Apple often sends updates about product shipments, ensuring customers are informed about any delays or changes in delivery times.

6. Loyalty Programs

• Offer rewards for repeat business.
• Create a loyalty program that actually provides value.

Sephora's Beauty Insider program offers customers points for every purchase, which can be redeemed for products, making customers more likely to return.

7. Community Building

• Create a sense of community among your customers.
• Use social media to engage in a meaningful way.

Lush Cosmetics encourages its community to share product experiences on social media. They often feature user-generated content, fostering a sense of belonging among customers.

8. Quality Assurance

• Ensure that your product or service meets high-quality standards.
• Offer a satisfaction guarantee.

Costco has a generous return policy, allowing customers to return products if they're not satisfied, emphasizing their commitment to quality and customer satisfaction.

Incorporating these strategies into your business model can not only enhance your customer's experience but also foster loyalty, drive repeat business, and generate positive word-of-mouth referrals.?

Remember, in the world of business, your customers are your biggest assets.?

Treat them right, and they'll do the same for you.

Hope you liked it. I will catch up on the upcoming post.