Ep 95: An Unexpected Lesson from a Cereal Company

Dec 12

An Unexpected Lesson from a Cereal Company

Have you ever received something in the mail that made you immediately want to share it with others? Well, that happened to me recently, and I couldn't wait to tell you all about it. After purchasing one of my favorite cereals from Seven Sundays, I came across a brilliant business move that left me feeling valued as a customer. If you know anything about me, you know that I love a good survey. I've talked about surveys before, I guarantee you I will talk about them again. One thing I don't talk about as much is, how do we actually get people to complete surveys? Today, I want to share the valuable lessons I learned about customer retention and loyalty. Pay attention to these key takeaways as you listen to the full episode.

Create a Promotional Plan for Surveys:

One common mistake businesses make is creating surveys without effectively promoting them. It's important to have a solid plan in place to encourage customers to participate. Offering incentives and clearly communicating the value of their feedback can significantly increase survey completion rates.

Act on Survey Results:

Another mistake many businesses make is not taking action on the survey results they receive. It's not enough to collect data; you must analyze it and use it to drive meaningful changes in your business. By reviewing and processing the information, you can make improvements that resonate with your customers.

Foster Connection and Identity:

The small cereal company, Seven Sundays, demonstrated the power of connection and identity in their customer retention strategy. By addressing customers as "team" and sharing insights into their values and team dynamics, they made customers feel like an integral part of their brand. Building a sense of community and belonging can go a long way in retaining loyal customers.

Offer Incentives:

To encourage customers to participate in surveys, it's important to provide incentives. Seven Sundays did this brilliantly by including a generous 20% off coupon code with their survey card. By showing appreciation for customers' time and feedback, they created a strong incentive for participation.

Craft Compelling Language:

The language used in customer communications plays a significant role in engagement. Seven Sundays' survey card stood out because it created a sense of connection, offered incentives, and fostered a unique identity for customers who participated. By using language that makes customers feel valued and part of a team, businesses can enhance customer loyalty.

Building Customer Loyalty

The example I shared highlights the importance of customer retention and loyalty. By fostering connection and identity, offering incentives, and using compelling language, businesses can strengthen their relationships with customers. I encourage you to listen to the full podcast episode to gain more insights into customer retention and loyalty.

If you're interested in learning more about how I use customer surveys, I invite you to check out my Retain Group Program or One-on-One Consulting here.