Remember the good old days when you’d rock up to a restaurant and someone would say “I know the owner”. Those magic little words made you feel all warm and fuzzy and you were sure you were going to be taken care of, might even get a free drink or garlic bread! In the digital age of marketing, how do you provide your customers with that same feeling of being connected to your business which drives customer loyalty and satisfaction.
I’m going to break it to you, it’s not over email. Yes, building an email list is an important tool in your marketing strategy as that is data that you OWN and cannot be taken away from you by the big tech companies and their ever changing policies (I digress…see why here). However, an email is never going to provide the point to point personalisation where a customer can get that VIP feeling like they ‘know the owner’ and therefore feel personally connected to your business.
According to Forbes, it can cost5 times more to attract a new customer than it does to retain an existing one. So, it would make sense to focus your efforts and funds to nurture your existing customers by identifying yourVIP customers, creating perks for those VIP’s while keeping in mind that nothing replaces the human touch. So how do we create the “I know the owner” connection digitally?
Firstly, you need to be able to use your existing customer data from your POS, CRM, etc to be able to identify your top customers and their purchasing patterns. This may sound simple but can be quite a tedious and time consuming task exporting and filtering through data. That’s were PEP comes in!
PEP takes your data and turns it into simple, easy to understand tasks that you can scroll through to decide which customers you should be contacting and when. You then have the option to senda branded personalised video, text or voice recording with pre filled specific information about that customer to make them feel like a VIP.
Some ideas could be to invite your customer behind the scenes of your business with a video walk through of preparing an order or even just a discount code with their name for their birthday! How you choose to connect is up to you, we just make your data easy to understand so you can create memorable moment for your customer.
