There is no single formula for growth, but in a crowded market, brands thrive on loyalty. Loyalty is earned by providing solutions. You need to understand your customer, their challenges, and how you can solve them.These insights will help you and your team create memorable customer experiences.

These experiences are what drive loyalty and your growth. Think about the following scenarios.

Imagine Scenario 1:

I order a gift from you for a friend and ask for rush delivery as I (like always) have ordered this gift a bit late! As the shop owner, you know and value the customer, so you rush my order, it arrives on-time. I am thrilled!

Now imagine Scenario 2:

I order a gift from you for a friend and ask for rush delivery as I (like always) have ordered this gift a bit late! As the shop, owner, you not only value your customers, but you put the customer at the center of your company. You go above and beyond to not only meet my expectations, but exceed them.

You rush my order, as I had requested, but since I mentioned I was running late, you take one more step. You place the gift in a gift bag and include a blank note card for to write a short note. Now I do not need to stop and pick up a card before I deliver the gift.

As a customer, not only am I thrilled, but I am impressed. You heard me, and I feel valued. You created a better experience for my friend, and you helped me when I was in a tough predicament.

In the first scenario, I am probably going to order from your shop again. In the second scenario, not only am I going to order from your shop, but you can count on me spreading the word.

I will tell my friends. I may even post a picture of the shipment on social media and tag your shop. This word of mouth recommendation is what leads to new customer acquisition.

You have become the go to shop for me, my friends and my network. Whether we are on-time or running late, we are confident that our order is valued by your team.