Loyalty: The Experience

It is important to be clear about what you offer – and not just the product but the

It is important to be clear about what you offer – and not just the product but the feeling of your business. Are you a spa that offers “

Are you a spa that offers “heavenly bliss” (ahh, I can visualize relaxing already). or a gelato shop offering “

Or, a gelato shop offering “hand-crafted, authentic and creative floral flavors”? (I have got to try it!). Your message needs to tell the potential shopper what to expect. When you used to love to call Aveda Spa and hear them answer “It’s a beautiful day at Aveda” – it made you want a beautiful day too – so there was a match! Shopper and Buyer – on the same wavelength!

Your message needs to let the potential shopper what to expect. When you used to love to call Aveda Spa and hear them answer “It’s a beautiful day at Aveda” – it made you want a beautiful day too – so there was a match! Shopper and Buyer – on the same wavelength!

When you used to phone the Aveda Spa and hear them answer “It’s a beautiful day at Aveda” – it made you want a beautiful day too – so there was a match! Shopper and Buyer – on the same wavelength!

Shopper + Buyer = same wavelength!

But communicating what you offer is more than words – it has to be part of the DNA of the experience a customer has with you.

Ambiance, The Vibe

Try this quick text next time you walk into a shop, service business or restaurant…

Pause as you walk in the doorway, and just feel the vibe. It really does start here.

Does the atmosphere feel welcoming and positive? Is it exciting and high energy?

Clients are looking not just for products, but places that feel the way they see themselves. If you are on the same wavelength with your potential customers, you are off to a good start!

If you are on the same wavelength with your potential customers, you are off to a good start!

Inspire Them

When browsing a shop you are usually asked “is there something you are looking for?” Even if a consumer came in for a specific need, you can impress them by

• fulfilling a desire for something new;
• by entertaining them with an experience; or
• by introducing them to a product that will make their life better (even if they didn’t know they needed it yet).

Most of us have a place we go to “check out what is new”- even if buying is not the immediate goal. Be interesting to your clients! Be inspiring! Be engaging! Be irresistible!

Engaged Service

And let’s not forget the human element in all of this. You know you have to match

• the product + the customer + the vibe.

So, don’t forget about the team you put on the sales floor to serve your clients. Their presence should enhance the atmosphere – they need to fit right in!

Selecting employees that have a naturally inquisitive nature is a good start. Find people who are interested in other people, curious about products, and who will want to share their discovery. Their energy will make all the difference! When you find them they will become your biggest asset – they are the individual who will quickly build an inventory of repeat clients, know their names, their tastes, and interests.

When they are engaging, your customers will come back just to see them and share a moment that feels more like having fun with a friend than the daunting task of shopping.