How To Make Customers Come Back Again And Again And Again…

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My wife and I went into Lush (a UK retail company) at the weekend.

My wife purchased some face cleaner and the shop assistance asked us “If we drink green tea?”

I do, so replied “Yes”

The shop assistant gave us a box of Clipper green tea for free.

It’s not as if we spent loads of money – we didn’t.

It’s not that they were advertising the free green tea offer – they weren’t.

We exited the shop surprized and happy.

Will we go back and purchase again?

Of course!

Will we tell others about our unexpected gift?

Of course!

Will Lush gain more customers as a result?

Of course!

Such a simple and inexpensive gesture can make all the difference.

How do you go the ‘extra mile’ and surprize your customers and make them return again and again and again?

Please share your views in the comments below.

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23 Responses to How To Make Customers Come Back Again And Again And Again…

  1. Maja March 5, 2012 at 5:37 pm #

    In business if we have something for customer without putting load on their shoulders,they will sure become our regular visitors.
    In blogging if our blog have something for visitors, they will each day visit our blog.
    Maja recently posted..Choice of Hair ColorMy Profile

  2. Corinne Edwards
    Twitter:
    March 5, 2012 at 6:27 pm #

    Dear Andrew –

    The secret to your success is exactly the lesson in your little story.

    I am one of your regular subscribers. For that I also get some private consultation time.

    Sometimes, I bother you a lot – sometimes, not at all. But when I ask what I owe you extra, you always answer –

    “No worries.”

    Have also heard rumors that you will do a “quick fix” for a buddy for nothing.

    YOU ALWAYS GIVE MORE THAN YOU PROMISE.

    Nice to have that wonderful green tea.
    Corinne Edwards recently posted..ARE WE SPIRITUAL YET? – Sabotage and Happiness – in Paperback and KindleMy Profile

    • Andrew
      Twitter:
      March 6, 2012 at 11:39 am #

      Corinne

      Thank you for those kind words.

      One thing that the corporate world taught me was customer service. We treated all our work colleagues like customers and ensured we were there for each other.

      However I do think excellent customer service is rare these days and that’s why it is nice and surprizing when you are on the receiving end of it.

      I’ve just finished reading Gary Vaynerchuk’s latest book ‘The Thank You Economy’ and it’s all about providing excellent customer service.

      Andrew

      P.S. I also like green tea with lemon and with honey!
      Andrew recently posted..How To Make Customers Come Back Again And Again And Again…My Profile

  3. Daniel Sikorsky
    Twitter:
    March 5, 2012 at 7:35 pm #

    That is right, simple gift can make a difference. Even the green tea.

    I surprise my customers with free pdf’s with some great tip/tips. It works, but I try to figure out other ways too 🙂
    Daniel Sikorsky recently posted..Eurusd still above 200 SMAMy Profile

  4. JANIS HUTCHINSON March 5, 2012 at 9:21 pm #

    In a recent email, you asked for feedback about your blog. Here it is:

    The thing I liked the most was the white space and the large type. On many websites, the text is small and crammed into spaces, and I immediately feel overwhelmed with the feeling that there is too much for me to read in the time slot that I want to give to it. I did not feel that on your web at all. Those two factors motivated me to peruse the site more completely.

  5. Andrea Hypno
    Twitter:
    March 6, 2012 at 8:16 am #

    Great example Andrew. I love Lush shops, there are some even here in Italy, and their way to do business. My way to go the extra mile is giving free advices through my articles in the field of Self Improvement and trying to give real tools for readers to improve thir lives. But I probably should think around something like this. Doing something more or presenting things differently.

    Great advice and great post. 🙂
    Andrea Hypno recently posted..Two Things Everyone can do to be HealthyMy Profile

  6. Zinedine March 6, 2012 at 10:59 am #

    Going to extra mile and over delivering always works!

  7. Prakash
    Twitter:
    March 7, 2012 at 4:26 am #

    Nice way to make your readers a stable and loyal visitors of your blog……..
    Nice article thanks for sharing it……….
    Prakash recently posted..Online Simsimi: Simsimi for Android DownloadMy Profile

  8. saha March 7, 2012 at 12:42 pm #

    Inspiring post Andrew…!
    If we value our customers and visitors then they will also understand our value. Give quality content, visitors will come back and back surely. Short post but insightful.

  9. Eric March 20, 2012 at 5:52 pm #

    My site is still very young, I don’t sell any products, so I have nothing to “give” away (everything is free). Any other suggestions for gaining reader loyalty?

  10. Wade
    Twitter:
    March 25, 2012 at 8:33 pm #

    Again, you have opened up yet another door to why my blog may not be doing so great right now. Making people feel excited about your blog is something that really should be put on my list of things to do. I get so caught up in the SEO and other things to get it noticed by Google, that I forget about the reader.

  11. Sarah April 13, 2012 at 6:19 am #

    Expect the unexpected. That was exactly happened to you. And i agree with that method if you just take the extra time to help people out and go the extra mile you will soon get it back in return.

  12. Azam April 16, 2012 at 9:02 am #

    I think we should write research based posts that must enhance the knowledge of our visitors.Our blog also must have to purchase so that our visitor becomes customer.
    Azam recently posted..Being a Sales Rep for Silpada DesignsMy Profile

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