Companies understand the importance of showing appreciation to customers. Most companies encourage (and enforce in some instances) the employees to say thank you to visiting customers. However, the thank you stops when you walk out of the store. I have yet to encounter an experience where I still feel appreciated the following day. The pleasantries stop right after you walk out. Ironically, companies know that regular show of appreciation fosters better relationships. It is like courtship. A business courts a customer. Constant appreciation keeps your partner (or customer) happy and loyal.
With the availability of bountiful technologies, companies have greater variety of thank you techniques. For example, a thank you email or sms or the old fashioned way, a thank you card. Besides, technology allows a company to track the effectiveness of each technique through marketing ROI. Moreover, companies can throw in a coupon or discount to entice another visit. Yet, I have never receive such thank you sms or email as a customer. Probably, the lack of such privileges is due to the absence of a thank you strategy.
So, what is your thank you strategy, Malaysian companies? Can you make me feel appreciated? In return, I will show you my loyalty (in sickness and in health, 'til death do us part). Boleh, tak?
