Customer experience is a hot topic at moment and is seen by many as the next big competitive battleground.
With studies showing that 86% of customers will pay more for a better customer experience, but that only 1% believes organisations consistently meet their expectations, there is clearly much room for improvement.
Considering that customers who rate their experience highly are likely to spend up to twice as much and remain a customer 4 times longer it is clear that providing a good customer experience is vital to the sustainable success of any business.
As Henry Ford said “It is not the employer who pays the wage. Employers only handle the money. It is the customer who pays the wages “
Here are 5 ways in which to improve customer experience
1. Greet customers with a smile. Do this whether you are dealing with the customer face to face or whether your first point of contact with them is via the phone. Your voice will sound more upbeat and cheerful if you are smiling when you take the call.
2. Understand the customer needs. Take time to focus, listen and check you fully understand what your customer wants. There are very few things more frustrating than receiving the wrong item or service because the provider failed to capture what was required accurately.
3. Think about your best customer experience. Identify what aspects made it good and why, then put yourself in your customer’s shoes and look after them in the way you would want to be treated. This could involve providing product /service recommendations or a variety of options for delivery. The key point is that you remember your customer’s needs should be at the heart of what you offer.
4. Awesome aftersales. All too often the real gaps in service are highlighted by a poor “after sales” experience. Having robust processes in place and well-trained staff to ensure a high quality “after sales” experience is a great way of ensuring your customers become true brand advocates.
5. Communicate effectively. Every customer is unique with different values and priorities. Understanding this and being able to identify their preferences and adapt how you communicate accordingly is a powerful tool for creating a great customer experience.