and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
The Power of the Handwritten Note Featuring David Wachs
- If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it. Ask yourself, “Is this a gift or a promotional item?”
- In today’s world, there is so much mass digital communication—emails, texts and more. That makes a handwritten note stand out even more.
- When someone receives a handwritten note, they are more likely to keep it—and even display it. That’s the emotional impact it has.
- Define a clear schedule for when you want to connect with your customers. This will give you a series of touchpoints with them throughout the year.
- Staying top-of-mind for your customers helps you make your follow-up sale and can make customers come back to do business with you again and again.
- There is a lot of ROI to be had from sending handwritten notes, but that can’t be your sole agenda when sending them. It will make the notes come across as insincere, which will drive customers away.
- Handwritten notes are great for showing gratitude to your customers. They can also be used to ask your customers to write you a review, to remind them to schedule annual appointments or to apologize for mistakes.
- If you do make a mistake with your customer, fix it and send a handwritten note as follow up. Fixing the problem the right way can increase customer loyalty and the lifetime value of the customer, more than if the mistake had never even happened!
- Personalization is crucial for companies of every size. Even massive companies should feel as though they are small and personal to the customer.
- Gratitude matters. Show your customers that you appreciate them! It goes a long way.
“One of the big benefits of handwritten notes is having that personal touch. To give that up is a step in the wrong direction. Regardless of the size of your company, you want to be seen as a personal company.”
David Wachs is the Founder and CEO of Handwrytten, a platform for writing and sending handwritten notes at scale. He is a serial entrepreneur and frequent speaker on marketing technology. Previously, David was the Founder and President of Cellit.
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