How to make Customers Love Us not Like Us

To elevate customer experience from like to love, Westside Market should build emotional connection, memorable service, and community value. Here are specific additions you can integrate into your Customer Experience Policy or broader operations to inspire true customer loyalty:

Additions to Make Customers Love Westside Market

1. Create Personal Connection

• Train staff and members to remember returning customers, greet them by name when possible, and ask personalized follow-up questions (“Did you find that rug you were looking for last week?”).

• Encourage “above and beyond” service—like offering to hold an item, assist to car, or send a follow-up text.

2. Surprise & Delight Moments

• Introduce unexpected perks—occasional free treats, samples, or giveaways for regular shoppers.

• Random “thank you” discounts at checkout or “You’ve been spotted!” recognition for stylish or enthusiastic shoppers.

3. Storytelling Through Product and People

• Use signage and social media to share the stories of your vendors, their craft, and the meaning behind unique pieces.

• Make customers feel they’re part of a larger creative community, not just a transaction.

4. Involve Customers in the Brand

• Feature customers in your marketing (“Customer of the Week” or “Style Spotlight”).

• Invite feedback through short in-store surveys or QR code links and show what changed based on that input.

5. Community-Focused Events

• Host seasonal festivals, art nights, charity drives, or DIY classes that bring people together and position the store as a local destination—not just a place to shop.

6. Make the Experience Instagrammable

• Create visually striking, themed areas for photos and encourage customers to tag your location.

• Feature customer posts on your own social media to build digital connection.