Five Marketing Love Languages
“It’s the little things that count” is a cliché but it reminds us to stop and recognize others around us. Small acts of service to reward employees, customers and vendors can help build lasting relationships. What you do for customers could be as easy as sending thank-you cards or lending umbrellas when it starts to rain. Determining appropriate acts of service is what takes time and focus.
A small act of service can have an unexpected impact.
On Memorial Day weekend in 1983, Tom Metcalfe set-up a picnic table, two chairs and a Weber grill in the parking lot of his Madison, Wisconsin, grocery store. He fired up the coals and started serving bratwursts to his customers. Tom wanted to say thank you for their continued support in a unique way. Little did he know that the event would be held annually for 25 years and counting, and grow to achieve a world record for the “Largest Brat Fest.” So far, the festival has raised more than $1.5 million for local charities in Dane County.
Physical Touch—High fives
Granted, the language for marketing is different from the language for love when it comes to touch. But “physical” can be a straightforward as visiting customers at their offices to check on satisfaction with purchases or leave thank-you notes. Another example would be adapting aspects of your retail location, such as adding some comfortable chairs so men or women can wait for their significant others while they are trying on clothing. Consumers like when you go above and beyond to make it easy or pleasant to purchase and when you express your gratitude for their business.
Emails and phone calls are fine and enable you to reach many more customers but individuals prefer buying from people they like and that kind of relationship can only be cemented with physical, in-person touches.
Orascoptic’s customer service is known in the dental industry as “exceeding customer expectations.” With several competitors it takes a strong sales team to help deliver this message. Illinois Territory Manager, Spencer Ellena shows that going above and beyond “just because” can go a long way in improving customer retention and driving new revenue. Whether he is stopping by to say hi, sending a thank you card or delivering loupes with balloons or in costume, he never fails to leave an office mesmerized. A few examples can be seen on his Facebook page. In result, Spencer has seen a 14% increase in sales and referrals for this hard work.
Just as the five love languages build stronger and long-lasting personal relationships, the five marketing love languages will do the same for your employees, vendors and customers. Try thinking in terms of H2H and see how it positively impacts your business.