Creative Ways to Go Above and Beyond for Your Customers in 2022
By Space Coast Daily // December 28, 2021
As we leave behind 2021, we leave behind a year chock full of challenges. Many businesses have struggled to stay afloat throughout the COVID-19 pandemic, but there’s reason to be hopeful as we move into the new year. Businesses have adapted and grown over the past two years as consumer behavior changed.
We’re online more than ever before, and we’re interacting with brands in new ways. Whether it’s through social media or digital ads, brands have a plethora of opportunities to interact with their customers.
Consumer spending skyrocketed this year as the global economy opened back up after months of lockdown measures. Competition remains fierce for emerging and small businesses, and the online marketplace has made it easier for new brands to get their businesses off the ground and to grab a piece of the pie.
For businesses to remain competitive in the new year, they will have to go above and beyond for their customers and differentiate themselves from the crowd. How can you go above and beyond for your customers this year? Here are some ideas from business leaders who have made customer satisfaction their top priority.
“One of the best ways you can go above and beyond for your customers is to be proactive instead of reactive. Don’t wait for problems to arise, or fall into the trap of thinking that you can sweep problems under the rug and no one will notice. Be proactive and think ahead. What possible problems might arise and how can you plan for them? If you suspect shipments will be delayed due to a supply chain issue, for example, share that information proactively with your customers and seek a work around. It’s the little things that will set you apart and give your customers a top notch experience.” – Trisha Bantigue, CEO of Queenly
Underpromise and Overdeliver
“Always be sure to underpromise and overdeliver. It seems simple, but so many companies and business leaders get this wrong. People hate to be disappointed, so if you can’t hit your goalposts, it won’t go unnoticed. Be honest and realistic about what can be accomplished. It’s always tempting to tell people what they want to hear and overpromise, but you won’t impress your customers if you fail to live up to their expectations. Set modest goals, and then beat them. Always strive to outperform your own metrics.” – Patrick Samy, CEO of Span Health
Get to Know Them
“One of my favorite ways to go above and beyond for clients is to take extra time to really get to know them. Don’t just get to know their business needs, but learn more about what drives them, what their personal goals are, and where they hope to be. Did they have any personal wins this year? Any professional setbacks that they’re coping with? Reach out to your customers and take note of these personal anecdotes. It’s an opportunity for you to fill a need for them and build an authentic and meaningful relationship.” – Tyler Read, Founder and Senior Editor of Personal Trainer Pioneer
“If you want to impress your customers, you should always be looking for gaps that you can fill. Think about the entire customer experience and identify where things can be improved. Keep in mind that the customer service landscape is constantly evolving, so this should be an ongoing process. Maybe the ordering process is too slow, or your website is too clunky. Maybe customers are reaching out through social media and you need to speed up your DM response rate. The key is to communicate often with your clients and take their feedback seriously.” – Remon Aziz, Chief Operating Officer at Advantage
“I want to make sure our customers have the best information out there, and are well equipped to make the best decisions for themselves. Whether they are regular return customers or just occasional browsers, we consider ourselves to be full service providers. We want to be able to share information and educate our customers whenever possible. Tell the customer more about where you source your products, and why regional differences matter, for example. Make sure you’re adding real value to their lives, and people will take note.” – Lauren Kleinman, Co-Founder of The Quality Edit
“It was true in kindergarten and it’s true today: ‘thank you’ goes a long way. Show gratitude for your customers and let them know how much you value their business and their support. Whenever possible, reward their loyalty with special perks or gifts of appreciation. A simple email or handwritten note expressing your thanks will make a difference. It’s just one way of letting your customers know you appreciate them.” – Joel Jackson, Founder of Lifeforce
Improve the Customer Experience
“Imagine that you are one of your own customers. What part of the customer experience would you want to see improved? Always be thinking through the full lifecycle of the customer experience and brainstorm strategies to make it better. One thing I cannot stress enough is to take customer feedback seriously. Feedback is a valuable gift, so be sure to acknowledge it and pair it with an action plan. We believe in providing outstanding customer service, and the best way to do that is to listen to the customer and exceed their expectations.” – Michael Hennessy, Founder and CEO of Diathrive
Hire the Right People
“When your clients reach out to you, who are the people they come into contact with? Make sure your team is customer service oriented and ready to go above and beyond for your clients. A big part of this involves hiring the right people. When your team is focused on providing excellent customer service, it will infuse everything you do. We know that we’re here to provide value to our customers, and to make their experience with us a great one.” – Dylan Trussell, Co-Founder of Culprit Underwear
Pair Insight with Action
“Take your customer feedback and reviews seriously, and act on them. There’s so much data out there: you can get information on everything from how often people click on your ads, to how often they become return customers. Don’t let that valuable information go to waste. A lot of companies don’t turn their feedback and insights into actionable plans, and it ends up hurting their standing. If you want to go above and beyond for your customers, you have to be responsive and adaptable.” – Shaun Price, Head of Customer Acquisition at MitoQ
Engage With Your Clients
“Take advantage of opportunities to engage with your customers, whether it’s on social media or in brick and mortar storefronts. It sounds obvious, but a lot of companies miss out on these opportunities and it is a surefire way to turn customers off. No one likes to feel that they’re being ignored. Respond to comments and questions on social media. Develop an email triage system to ensure customers’ questions are answered quickly and effectively. If you have a storefront, make sure customers are greeted warmly when they arrive. These small interactions add up to make a big difference.” – Fred Gerantabee, Chief Experience Officer at Foster Grant
Set Realistic And Specific Metrics You Can Beat
“I am going to sound cliché for saying this, but outperforming expectations never fails. That’s why it is so important to set realistic and very specific measures of success up front. Beating KPIs may not be a surprise to you, but it will surprise and delight your customers as few things can.” – Lon Otremba, CEO of Bidtellect
Demonstrate Early Results With Pilot Campaigns
“Nothing surprises and delights customers like results. We use proof of concept testing and pilot campaigns to show clients early results, get them excited about working with us and set their expectations. We’ll even use this approach with prospects before they sign a contract to give them a sense of what they can achieve with our data and services.” – Paula Chiocchi, President and CEO of Outward Media, Inc.
Customers have a lot of choices when it comes to where they shop and who they do business with. Set yourself apart by providing an excellent customer experience, and find new ways to bring a real value to your customers’ lives.