Showing Customer Gratitude Creates Loyalty: Saying Thank You – Part 1

(Part 1 of a 3-part series)

Could it really be that easy to create loyal customers – just by saying thank you? According to research by the American Marketing Association, the answer is YES! Specifically, the study proved that when your customers show gratitude and the business reciprocates by returning the thank-you, you generate long-lasting benefits such as loyalty and even sales growth.

How to Create Repeat and Loyal Customers

Your loyal customers are the ones that trust your recommendations and would buy your service even if they could find it cheaper elsewhere. On the other hand, repeat customers generally need incentives such as coupons or discounts in order to do business. The idea is to turn repeat customers into loyal customers by building a relationship. Now, think about an existing “loyal” customer – got one in mind? Good. Now, did their loyalty have anything to do with reciprocating gratitude? Since most relationships are based on mutual respect and appreciation, your answer is likely “yes.”

So now that you know that returning a thank-you has significant value to your business, let’s point out your first easy opportunity (see part two of this blog post for Thank-You Opportunity #2):

Thank-You Opportunity #1 – Thank Consumers for their Positive Reviews

Mitchell 1 customers with Manager SE and SocialCRM are automatically alerted when a new customer review is received (See Shooting for the Stars blog post). Responding to a review and saying thank you when your customers give you a positive review is very easy. When you respond to a review, your reply is automatically posted with the original review and an email is sent to the customer with your response. Keep your thank-you simple and to the point, something like: “Thank you for your kind words. We appreciate your business.”

Here’s how it works:

Step 1 – See the Star Notification

Step #1 A star on button indicates that you’ve received a new review

 

 

 

 

 

 

Step 2 – Click on Respond/Share

Step #2 Clicking on the Star button in Manager SE displays your most recent reviews

 Step #3 Write a Short Thank-You Response

Step #3 Clicking “Respond” brings up a reply dialog box

 

  • Read Part 2 in this blog post series.
  • Read Part 3 in this blog post series.
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About the Author

Brian Warfield

Brian Warfield is a Senior Product Manager for the Mitchell 1 SocialCRM product line. He has been in the automotive software business for over 20 years and has earned a degree in Marketing from the University of Cincinnati Business College.