Providing an unbeatable customer experience is one of the most important things you’ll ever do in business. If you have your own business, then you have lots to think about and numerous things to focus on. The customer experience should be at the top of your list. When you focus on the customer experience, you’ll create a loyal following. Customers will come back to you regularly, and you’ll build a great relationship with them. Not only that, you’ll likely build an incredible reputation that gets you even more business. Your customers will love the service your provide so much that they recommend you to their family and friends. Here are some things you can do to provide a better customer experience:
Do Something Amazing For Your ‘Power Users’
If you can track your biggest users/buyers, then it could be a good idea to set up a scheme where you do something for them. For example, if you have somebody who uses your service consistently, you could send them a free product that they order regularly. If you have a physical business, then get to know your customers a little. If one gets sick, you can send them flowers and a get well card. Showing your biggest customers that you genuinely care and appreciate them will go a long way.
Give Away Free Stuff
People love free stuff, so give something worthwhile away to your customers. However, it isn’t always enough to simply give away a free mug or pen. You may need to personalize the free gift to give it even more of an impact. For example, this could be a ‘how to guide’ that your customers can download. Use analytics to learn more about your customers and make sure they are offered the free stuff that should appeal to them.
That being said, giving away just about anything should have a positive impact on your customers. Giving away free umbrellas when it’s raining and ice cold lemonades in the summer (if you have a physical store) will make people think highly of you.
Always Be Friendly and Respectful
Always be friendly and respectful to your customers. The first thing they should see when you greet them is a smile and a warm welcome. Even when you’re on the phone, they can hear in your voice whether you are genuinely friendly or not. Smile as you speak!
It’s pretty easy to be nice when your customers are friendly and respectful to you, but this isn’t always the case. A customer may come to you irritated and annoyed, which of course can be difficult to respond to. Always be as friendly and respectful as you can, and don’t take what they say to you personally. You should always let your desire to have the customer leave happy override any desire to stoop to their level.
Do Not Argue With Customers
Never argue with your customers. It’s a pretty well known fact now that customers are not always right. They are wrong a lot of the time. That being said, arguing with them will alienate them and you’ll lose them forever. Instead, try to find the best way to help them and rectify the problem.
Honor Your Commitments
You should honor the commitments you make to your customers. If you don’t, it won’t be long before they decide that you aren’t worthy of their custom. For instance, if you say you will respond to emails within 24 hours, make sure you do. Whatever you say you’re going to do, do it!
Train Your Staff
Training your staff to provide an excellent customer experience is a must, and this isn’t just for your customer service team either. Every single member of staff should know how best to deal with customers, whether they have a small problem or are shouting the odds. Employees must completely understand customer service principles, and you must make it clear what their level of authority is. This will allow them to correct problems as best they can, and the customer will leave feeling victorious.
Make The Process Easier
Making the buying or ordering process easier for your customers will ensure that there’s no confusion. Mobile apps are a great way of simplifying the buying process, and using a mobile app builder makes it really easy for you to do. Just make sure you think about a mobile app long and hard; will it be worth while, or are you better off having a mobile site? Do your research!
Be Responsive To Your Customers
There’s nothing worse than not responding to customers in a timely manner, or worse, not responding to them at all! This is especially important on social media. You need to respond to all queries in a timely and helpful manner. Make sure you have a good process for this, so that there’s no confusion between your staff. Even if you just reply to positive comments with a ‘thanks!’ and then your customer’s name, it will go a long way.
Ask For Feedback And Listen
Ask for feedback from your customers and make sure that you really listen. You can do this with anonymous surveys online, but there are a number of others ways you can do it too. Make sure you really pay attention to what they tell you. You might be surprised at what you learn!
Have A Clear, Customer Focused Vision
Having a clear, customer focused vision will help you to define your goals. You can create statements to guide your staff, so that there’s no confusion.
Understand Exactly Who Your Customers Are
In order for everybody in the business to provide a better customer experience, they need to understand exactly who the customers are. To do this effectively, get creative. You can create personas and personalities, and then figure out what some of their problems may be and how you can help them.
Make sure you never end a customer interaction without being 100% sure the customer is satisfied. This is the best way to keep your customers happy and loyal!
