As technology progresses and things start to get less and less personal, step outside the box and surprise your customers. When was the last time you wrote a letter? Everyone loves getting a personal note, so the next time you’re emailing to just “check-in” and say “thanks”, write a quick note. It’s different, and because it’s not just another email amongst the 3,000 your customers sift through daily, they will remember the gesture.
What else works? Keeping regular phone contact with your customers, within reason, allows them to connect with you personally. Talking, not emailing, through issues/questions/updates/concerns allows your customer get to know you on a personal level and ultimately trust your opinions and suggestions to help them with their business or improve on the service they receive.
In an age where everyone is glued to virtual communication, go retro. Your customers will appreciate it.
