#15 - Making Your Customers Feel Special

Ahh Disneyland.

You know that magical moment when you walk thru the gates and you feel like a kid again?

It’s always been a wonder to me how Disney has built itself such an incredible brand - and has grown adults literally queueing to take a picture with Minnie Mouse (which everyone knows is a grown adult in a costume).

That’s the exact magic we’re looking to recreate with today’s flow, the ‘Repeat Customer Nurture’.

Repeat Customer Nurture Flow

The goal here is simple. Our customer has purchased a product from us for the second time/nth time, and it’s on us to keep them coming back for more/refer more friends to us.

This is a super power, especially if you run subscription based products, as it allows you to raise your AOV, and thus your acquisition costs, as you know you’ll be able to breakeven on the backend (and thus outbid your competitors).

One of the simplest ways to do this is through a loyalty/ambassador program, where we give them a cut of their friend’s purchase, or points that give them a discount off their next purchase.

There’s also an app that’s almost like the dark arts in turning customers into loyal super fans (all you have to do is refer one person to sub to this newsletter, and respond with their email, and I’ll send it over your way).

Key Considerations When Building This Flow

• What purchase number the customer is currently on (so you can tweak your messaging, and also check if they’re on any ambassador programs)

• Do we have third party apps for loyalty programs/reviews? If so, how can we tie that in with Klaviyo (or anything else you’re using)

• What the customer purchased (sounds simple, but you don’t want emails that read the same if the customer purchases a $50 product, vs a $500 one)

Here are some examples you can reference:

1) Asking for Feedback

Customers who purchase more than once are your crème de la crème. Make sure to leverage their good vibes towards you as social proof, to help with your top of funnel.

2) Advocacy Program

Everyone wants to make an impact. If your brand supports social causes like these, shout it from the mountaintops. Would help consumers justify their next purchase (and their next one, and their next one, and their next one).

3) Referral Program

Who doesn’t like sharing good deals with friends? This one compounds quick.

4) Subscriptions

Also, a cheeky little way to get more revenue.

And that’s a wrap!

Man, talking about Disneyland has gotten me in the mood for a trip lol.

Anyways, hope this episode has been helpful, and if you’re interested in the secret app, be sure to refer someone and have them subscribe 😉

Have a great weekend!