1. Treat your customers right!
Don't be a nameless, faceless corporation (even if you are). Talk with your customer as if you you're the owner (in Heyday's case, I am and I do). I genuinely love speaking with my customers, hearing about their experience good and bad with my brand. When it's good (and it most often is) they and I share the experience via product reviews, emails and social media. When there's an issue, I look forward to resolving it the best I can. A repeat customer costs much less to acquire than a new one and becomes a walking billboard for the brand.
2. Respond quickly
The #1 reason for losing customers is dissatisfaction with customer service. I do everything in my power to provide amazing customer service to my customers on consistent basis. As a very small brand, I take my title of Chief Everything Officer seriously as I'm not only the designer and owner, I'm also providing all of the customer service! I try to respond instantaneously to emails, chats and phone calls. It's pretty common for me to reply in seconds morning, noon or night. When I'm unable to respond, I have automatic responses set up to let customers know I'm not available. There's no voice prompt system from hell at Heyday Footwear. When you call 347-4HEYDAY, you're getting me on the phone directly!
3. Be transparent
I love talking about my business with customers, even when news is not good. Our gym sneakers are made in China and importing to the US is not an exact science when it comes to delivery dates. If I was driving the plane, the truck or the boat with your shoes, I would know exactly to the day when shoes should deliver but material shortages, bad weather, holidays and anything else can cause a shipping delay. I communicate with my customers by email and phone to let them know where we're at with delivery times. Customers can also track the status of their orders by logging into their account or even through Facebook Messenger. Sometimes sh*t just happens that's out of my control and I have to fall on my sword and take the blame (as a small business owner there's no one else).
4. Offer rewards
We reward our customers in a variety of ways. We include little extras with our gym shoes, from cloth shoe bags, to stickers or supplement samples. We feature our customers prominently on HeydayFootwear.com from Instagram posts to verified reviews, and incredible photos from customer submitted photo shoots. We also offer a rewards program for discounts on our gym sneakers than can earned by purchases, email sign ups and sharing on Facebook, Instagram and Twitter. Our affiliate program literally pays our customers a 10% commission to share their love of Heyday with friends and fans.
5. Offer direct access
Imagine how you would feel if you submitted a suggestion or even a complaint to a company and got a call back from the CEO. Our customers get that feeling daily because they can't believe they're talking to the owner when they call Heyday Footwear. I also frequently give sneak peeks into our upcoming sneakers via Facebook Live streaming and YouTube videos. I want you the customer to not just FEEL like you're a part of the company but to BE a part of it because you truly are. Without out customers there's no Heyday.
Walt Disney said it best, “Do what you do so well that they will want to see it again and bring their friends.”
Entitled ‘Start Something Remarkable’, the campaign aims to inspire small and growing businesses as well as start-ups.
Running until the end of January with media planning and buying handled by Vizeum, the three TV creatives profile some of MOO’s most successful entrepreneurial customers, including Moshi Monster’s CEO Michael Action Smith, SuperJam founder Fraser Doherty, and Heyday Footwear CEO Darin Hager.