How Kelcom Keeps Customers Closer

Patrick Antinozzi

kelcom wireless store in windsor ontario canada, 363 eugenie street east, great telus mobility example

Store:  Kelcom Wireless 

Carrier: Telus Mobility

Location: 363 Eugenie Street East, Windsor, ON, Canada

You "went the extra mile". You gave them the "VIP treatment". You have another satisfied customer. But what happens when they walk out the door? It doesn't matter, right? You have their money, and they have their shiny new toy. Win-win.

Wrong.

That may have been okay a few years ago but the best retailers go way beyond that. 

Kelcom Wireless in Windsor, Canada is a great example of modern retail done right.

At this location, the customer's experience doesn’t end once the customer leaves the store. In fact, you could say that is when it begins.

Their Facebook Fan Page has thousands of enthusiastic followers, attracts consistent engagement and is filled with great reviews.

Customers describe their staff as friendly, knowledgeable and efficient.

happy customer experience at kelcom wireless store in windsor ontario.

Their secret? Giving away their knowledge for free.

This is likely the part where you call me crazy, close the tab on this post and move on with your day. If you're still with me, allow me to explain.

Kelcom does a fantastic job of building a community and proof of this is in the hundreds of photos posted on Facebook from their happy customers. Kelcom doesn't post tons of ads and promotions but invites people to share their genuine, human customer experiences.

happy customer experiences on facebook at kelcom wireless in windsor ontario.

On top of this, they help their customers get to know their new devices better, such as how to take the best photos and videos.

teach your customers how to use their new devices, by kelcom wireless in windsor ontario

By giving away their knowledge, they show off what they know, and establish themselves as thought leaders and experts in their industry. 

What do you think will happen the next time one of their previous customers needs a new phone , tablet, or data plan? Their first thought will be to return to Kelcom Wireless, and the data has proven just that, with customers coming back for 10 years, which is many times higher than competing stores.

Lesson Learned: Don't be afraid to give things away for free.  Prove to the world that you are an expert in your field, and that customers can trust you. Remember that people buy from people.

Maintain interactions with your customers outside the store, especially if they add value and build a lasting relationship. Human beings, by default, want to treat others the same as they were treated. So when you provide them with useful information and free giveaways after the sale, you earn their loyalty. The result? Customers for life.

Take Action:
Welcome every new customer to the family. Find out if you have answered all their questions. Offer personal training and invite their friends to come along. Follow up after a few days to share helpful tips and introduce them to the community. Offer incentives as a thank you for their loyalty. Then check in every few months to keep the local relationship alive. 

 

About the Author

Patrick Antinozzi

Patrick is our Content Specialist / Brand Ambassador / Internet Geek. He's got his finger on the pulse of business and retail trends, and loves writing in various corners of the internet. When he's not doing that, you'll find him traveling the world, playing hockey, or ranting about the Montreal Canadiens.

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