I want to start this post off with a small but meaningful little quote.
Customer loyalty is important! A customer’s happiness and satisfaction can increase their loyalty to you and your brand. No matter what your business is in, you must make it about your customer. If you do not do this, then you have already failed.
I know what you’re thinking. “How cheesy… You can’t quote yourself.” Trust me, I hear you, but I tell this to everyone of my clients as well. I make sure that I live up to this standard every day also, because I believe in it wholeheartedly!
Not too long ago, I helped 124ScaleLife.com redesign and rebrand their website. With that we also took the time to completely reshape their online business model around the customer while still staying true to their original mission.
Customers love good deals, but they like quality products more. You have to find the perfect balance between the two.
This is also something I like to remind every one of my small business clients of. As a Web Developer and E-Commerce Solutions consultant, I think like a business man, but I must see the business through the customers eyes.
Customers love deals. We all know this to be true. I love a good deal myself and who can truly pass up on a good one? But customers also love quality products more. The trick is finding a balance between the two.
When I sat down with the owner of ScaleLife to discuss reshaping his business model around the customer and giving back to them, he was very open to this. This is usually the hardest step for most business owners. The idea of giving back your hard earned earnings to entice more sales can be a bit worrisome. But being open to the idea was step one.
Set yourself apart from the competition. Give your customers what they want. Do the job well and try to give a little extra too. Then see how those same customers reward you for a job well done with those things they call, “dollars”.
Looking at the numbers, and figuring in for any monetary losses due to lost shipments, defective parts, and even returns, I figured that ScaleLife can set aside 1% of its earnings every year just for its customers. At first, he was on the rocks about it. After all, he did just open about 6 months prior and his profit margin was basically null.
I assured him that a wallet system would be the way to go. By making it default and available with every user’s account, they would automatically receive a cashback perk. Unlimited 1% cash back on all of their purchases. They would even have the ability to load cash into their wallet, on their user account and buy items later on down the road.
On top of Unlimited 1% cash back and being able load funds onto your account using your debit or credit card, ScaleLife customers get $0.10/day for a daily visit and $0.50 for every product review they leave as a verified owner.
This idea is just unheard of in the hobbyist world. It proved to be a hit! Everyone loves the wallet system. User registration increased by 60% and so far, all together customers have saved over $50 since it was implemented. ScaleLife still gets comments daily about their wallet system and cash back perks. Aside from the quality of their parts and A1 customer service and timely shipping. It’s what sets them apart from the rest now.