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6 effective ways to say thank you to customers
Have you recently received a thank-you note or been told that you're appreciated? If so, you're likely to remember how it made you feel. It's nice to be acknowledged.
When it comes to your business, you can benefit from giving your customers the same feeling. Saying thank you to your customers can go a long way. The question is: Where do you start? We're here to help. In this post, we'll cover:
- Why it's important to say thank you to customers
- How to send a thank-you message to customers from your business
- Effective ways to say thank you to customers
- Example thank-you messages for customers
Why say thank you to customers?
Having an attitude of gratitude is something we're all encouraged to do in our daily lives. When it comes to your customers, saying thank you isn't just a nice thing to do – it's also smart business. Here are some concrete reasons why taking the time to say thank you matters:
Boosts profitability
When you show your customers that they're important to your business, you build better relationships with them. This is key, as customer-centric companies are 60% more profitable than companies that are not as focused on customers, according to 2017 Deloitte research.
Increases customer loyalty
If you're making an effort with your customers, it makes sense that they would want to visit your business again. In fact, research from Gartner published in 2019 revealed that customer experience drives more than two-thirds of customer loyalty – outperforming price and brand combined. Saying thank you is a simple gesture that can go a long way in convincing people to come back.
Encourages positive customer reviews
When you say thank you to customers, they'll want to show their gratitude to you as well. A study that Trustpilot did in 2020 revealed that one of the top 3 reasons customers leave reviews is to reward a company for good performance. When you create an experience where customers feel taken care of and appreciated, there's a higher likelihood they'll return the favour.
Even if your business gets a negative review (it happens), saying thank you can have considerably more influence than saying sorry. Research published in 2020 from the Journal of Marketing suggests that expressing appreciation is often a more effective strategy than apologising in terms of restoring consumer satisfaction.
4 best practices for sending a thank-you message to customers
Before you decide on a thank-you message for customers, think about these best practices:
1. Address customers by name
Include the customer's name and any relevant details about their engagement with your company. Show them that you appreciate their time and support. Research from Epsilon in 2018 indicates that 90% of people find personalisation very appealing in terms of doing business with a company.
2. Humanise the thank-you note
Make sure the content of your note to customers aligns with your business. You might want to include things like a phrase associated with your brand or commentary on what's happening in your business right now.
Your approach may vary depending on the channel (see number 4 below), but write to your customers in the same way that you would have a conversation with them. Putting pen to paper (or keys to a digital document) doesn't have to result in something stuffy. Show off your personality.
3. Cater to customer preferences
The first thing to do when crafting a thank-you note is think about the kind of customers you have and what they appreciate. You can ask yourself these questions to help work it out:
- What do your customers value?
- Why do customers keep doing business with you?
For example, if your restaurant caters to families with young children, you may consider extending an offer for kids to eat for free on the next visit.
4. Select the channels that align with your thank-you note
Once you've created your thank-you message, there's one last step: Getting the note in front of your customers. Here's a look at some ways you can do that:
Email: If your primary goal is to show your gratitude to customers as soon as possible, email is one of the best routes to take. Based on 2022 Constant Contact data, 21% of emails are opened within the first hour, on average.
Direct post: Mailing physical notes to customers is a great way to stand out because it's an especially surprising format these days.
Customer reviews: Responding to customer reviews shows you're actually listening. Remember to thank customers for taking the time to leave a review, whether it's positive or negative.
Social media: These platforms make it easy to share your gratitude and create a sense of community around your business – at scale if you post to all your followers, and one-on-one if you choose to reply directly to specific people.
6 effective ways to say thank you to customers
Need some inspiration for ways to show your gratitude? Consider these methods before you decide what works best for your business:
1. Send customised deals and discounts
Once you've built a rapport with your customers, it's time to give them something special like a customised discount or offer based on what they typically order.
2. Provide gift cards or shop credit
Make it easy for customers to return and pick up some of their favourite items. You could, for example, offer shop credit when their order total reaches a certain amount or provide a gift card after they leave a review.
3. Start a social appreciation campaign
Make thanking customers part of your social media strategy by spotlighting them regularly on your channels, with their permission. Depending on the platform, you can try:
- Creating a customer-appreciation post or thread
- Responding directly to positive comments and messages
- Including special offers in stories or captions
4. Host an exclusive event
Loyal customers are among the most important engines that keep your business running. Make them feel like VIPs by inviting members of your loyalty programme to a special event. This could be anything from an online cooking class to a happy hour, or even an early opportunity to try new items.
5. Craft end-of-year handwritten notes
Surprise and delight your customers with handwritten thank-you notes. This can also serve as a good opportunity for staff to bond and better connect with your customer base. Here are some examples to consider:
- Sign your note from you personally and consider including a picture of you
- Tell customers how their support is affecting your business. For instance: Are they helping you pay rent or contributing to necessary updates and renovations?
- Show them the ways their support helps you give back. If you choose to donate a portion of your sales to a local organisation or non-profit, for example, tell your customers that you're grateful for their contributions.
Tip: Start small and experiment with putting handwritten notes in a few of your bags going out with delivery orders.
6. Highlight the impact of customer feedback
Occasionally, reviews may inspire a revision to your offerings. If new menu items or changes to your business emerge because of customer feedback, make sure you let your customers know. This shows that you genuinely care about what they have to say.
Simple thank-you message ideas for your customers
Got a bit of writer's block when it comes to sending thank-you messages to customers? Use these templates as a springboard, then customise them to make them feel like your own:
Small business support
"Thank you for supporting our small business with your purchase. We can't wait to hear what you think about [product]."
Happy to help
"Thanks for making a purchase with [company name]! We're so glad that something stood out to you. If you've got any questions about your purchase, our Customer Support team is here for you. Reach out to [insert email or social handle] and we'll take care of you."
Thank you in a competitive space
"We know there are a lot of [business types] for you to choose from. We're so honoured that you chose us. We value your business and hope to continue to serve you in the future."
Special offer for new customers
"Thank you for making your first purchase with [business name]! We hope you love what you ordered. If you want to come back and try something new, we're offering you [$] off your next [$+] order."
Thank you and review encouragement
"Thank you for shopping with [business name]! Your support means so much to us. If you've got any thoughts about your experience that you'd like to share with us, please leave your feedback by visiting [insert review channel link]."
Say thank you to customers with Uber Eats
With Uber Eats, you can show customers you appreciate their support in lots of ways. For example, by using tools built right into the platform, you can create an open line of communication. Customers have the option to leave reviews for your business – and, using the review responses feature, you can either respond to customers directly or create templates that send automatically when reviews match specific criteria. Show your customers that you hear them and value their input.
For more tips, tricks and best practices to get the most out of Uber Eats, take one of our self-guided Merchant Academy lessons.
Frequently asked questions
- How can I thank a customer for buying from me?
Sending a small business thank-you message to customers can take many different forms. Anything from a letter to a discount or gift can work. The most important thing is to show your gratitude consistently and to consider what your customers will appreciate the most.
- How can I say thank you to customers with Uber Eats?
You can show your customers that you appreciate them in numerous ways through Uber Eats. Among them: Use the review responses feature to create a more personal line of communication and send special offers.
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