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Trend Report: Are You Showing Enough Love to your Customers

Updated: Aug 6, 2018

This report is brought to you by Meagan Tan


With Valentine’s Day just around the corner, we cannot help but to be in the mood for love. During this cheesy, affection-filled season, is your business showing enough love to your One True Love, your customers?


In this article, we are going to be your business’ love doctor to help you woo your customers and make them yours. Just like winning the heart of your crush, showing love does not have to be through grand gestures. Sometimes all it takes is the simplest act of kindness. And as a brand building a relationship with your customers, it is crucial for you to understand them.


1. Talk the talk, walk the walk


Photo Source: Traveloka Malaysia Youtube

A heartwarming video done by Traveloka Malaysia for a Chinese New Year initiative. It shows the lengths a mother would go to for her child(ren).


Almost every relationship advice article emphasises that communication via the correct medium is the key to a healthy relationship. For example, face-to-face communication is always more effective than text messaging for getting the message across.

The same concept applies to brands, which is why knowing how to convey your message through the correct medium on social media is important. The way you send your brand message across helps to “humanise” your brand.


One of the best performing content across social media is videos. This is simply because everyone likes a good story that impacts them on an emotional level. Not only do videos deliver messages more meaningfully, they can also help illustrate your company’s vision to your customers. Best of all, videos are the most memorable content available, so this could make your brand unforgettable.


2. Quality over quantity

Photo Source: Innisfree Malaysia Facebook

On the top, a giveaway done by Innisfree Malaysia on their Facebook page. It features a video of their new product.


Just like spending time with your significant other over dinner, it is also important to spend engaging quality time with your customers. As a brand, holding events or even spending time on social media to analyse what your customers enjoy most about your brand would help you understand them. Through this, you can continuously work on improving your products and services.


Another engaging way is hosting giveaways. As Malaysians, we love receiving free stuff. And who better to present gifts to than your customers who have been supporting you all this time?


Not only would customers be further informed on the features of your latest product, it will also create buzz and augment your online brand presence.


3. Ask for feedback


Photo Source: Icona Square


In every healthy relationship, constructive feedback is needed to improve both yourself and the relationship. Similarly with brands, communication and receiving feedback from customers will provide insight into ways to enhance your product.


A few big brands have been jumping onto the Instagram Story poll bandwagon as it’s an effective way to reach customers for instant feedback. Even answers to simple questions like “Which product do you prefer?” can go a long way.


This initiative also shows that you truly care about your customers and want to do what you can to make them satisfied and happy.


4. “Honesty is the best policy.”


Source: TOP Detergent Malaysia Facebook

An example of TOP Detergent Malaysia replying to their followers’ comments on their Facebook page.


As predictable and cliché as it sounds, we can’t deny that honesty is the foundation of any relationship. Likewise, customers will naturally form a bond of trust with brands that keep their word. Even the simplest act of owning up to a mistake by apologising could help you gain trust and recognition from your customers.


There are many cases where a customer left negative feedback on the brand’s Facebook page, but the brand either ignored the message completely or simply deleted it. Instead of brushing it off, own up to your mistakes and you might even earn more respect.


At the end of the day, we want to feel loved and appreciated by our loved ones. So do customers- and as a brand, you should show your appreciation by prioritising them. Such good conduct would lead to a stellar reputation, and news of which would inevitably spread through word of mouth. It’s the little things that count in the big picture.


So this Valentine’s Day, go on and take our advice- you might just win the hearts of your customers!


If you would like to have more advice on how to show your love to your customers, you can always reach out to us at adminmy@nuffnang.com and we will try our best to help!

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