take time to give personal care and attention to your customers (5/5)

In this last part, let’s discuss the third and final takeaway from Superfans.

Key Takeaway #3 – Take Time to Give Personal Care and Attention to Your Customers

Apart from establishing a strong, connected community for your brand or company, there are a few more things you can do to nudge people into becoming superfans. In the book, Pat mentions that one of his favorite things to do is to create and send a quick personal video through Facebook Messenger, Instagram Direct, Twitter Direct Message, or any other tool that allows him to have a personal conversation with someone from his audience.

While this method isn’t 100% scalable, it works every single time simply because it’s spontaneous and exceeds expectations. Everybody expects to get a thank-you email after a purchase, but a thank-you video blows people away. It also helps them realize that they’ve spent their money on the right product or service and that there’s an actual person that they can connect with on the other end of their transaction. No matter how technologically advanced we get, humans crave connections with other humans.

Pat offers many different examples of ways that you can create these experiences online and offline for your customers, for instance using tools such as Bonjoro (free version available) and BombBomb (starting at $468/year) that can help with the automation and scalability. The ways you use to communicate don’t have to be expensive, grand, or time-consuming. They simply must be magical moments that show you care. A little goes a long way, and these end up being the tiny memorable experiences that people share and make your customers recommend you.