10 Oct 2018
Enhance your customer experience with these 10 actionable tips. From making a great first impression to actively seeking feedback, learn how to build lasting customer loyalty and boost your business.
Any improvement in customer experience will positively impact your company's revenue.
The purchasing or user experience of your customers has never been more important than it is today. Information spreads ever faster, and even small slip-ups can no longer be hidden. It doesn't matter what your business does or who your end customer is; their experience must be important to you.
If a customer doesn't get what they expect from you, they will go elsewhere. The good news is that there are several simple solutions to improve customer experience that you can put into practice right away.
The impression a customer gets from their first contact with your company is the foundation of their experience. This first impression can be made by your website, the receptionist who greets them in the building, the salesperson who welcomes them at the store entrance, the person who answers the phone or replies to a customer's email, and so on. Identify all the ways your customers interact with your company and ensure these interactions are as pleasant as possible.
Put yourself in the customer's shoes and consider what kind of relationship you would want from your company. Encourage your employees to do the same. You probably won't all have the same expectations (just as customers don't), but you will certainly find some common ground that you can implement.
Don't wait for a customer to ask for help or point out a mistake. Be the one to ask if they need assistance or if you can somehow make their decision-making or purchasing process easier.
When managers give instructions to employees, they too often focus only on what to say to the customer in various situations. However, we know that communication consists of words (7%), tone of voice (38%), and body language (55%). Pay attention to all three elements. A smile will certainly create a pleasant feeling for the customer, whether they see it (in person) or it's reflected only in your tone of voice (on a phone call).
When a customer is standing in front of you, always give them your full attention. If you also have a customer on the phone, you can call them back later, and respond to emails when you're not with a customer. If that's absolutely not possible, let the customer in front of you know that you'll be fully dedicated to them in a minute.
If a customer asks a question you don't know the answer to, never end with "I don't know." No one expects you to have all the answers, but if you don't, make an effort to find out. Ask a colleague or arrange with the customer to provide the answer later if it can't be found immediately.
Mistakes will happen. No one can guarantee a perfect service or product that will satisfy every customer. When a mistake occurs, acknowledge it and do everything in your power to fix or correct it. Let the customer know you care about them and ensure they give you another chance.
Your contact with a customer after they've made a purchase signals that you value them. Prepare a communication plan that will further increase customer loyalty to your company.
Find out what else you can do for the customer. Something that isn't obvious, expected, or necessary. Something that will communicate to the customer that you truly value them and are doing more for them than is required. The customer will appreciate your effort and reward you with a new purchase or, at the very least, a good word about your company to their acquaintances.
The best tips for improving customer experience will naturally come from customers. They are the ones who best know what else your company could do to make them even more satisfied with their purchase. Enable them to share their suggestions and accept them as positive for your future business.