Simplify Customers Lives for Remarkable Experiences

What is a great customer experience?

An awesome customer experience is ultimately determined by the way customers feel after their last interaction. If the customer is unhappy, your company’s customer experience is bad. If the customer doesn’t have a feeling one way or the other, your company’s customer experience is mediocre. If the customer feels good, your company’s customer experience is satisfactory. But if the customer feels delighted, your company’s customer experience is a substantial competitive advantage. That is the only one that really matters to success.

Sense customer needs

Sounds simple enough, but it is often not that easy. You must understand what these customers value most, and align your products and services to these needs. Consider these customer needs:

Time

Most people today suffer from too little time. Always and it is an increasingly important factor. Time is the one thing that even the richest customer doesn’t have enough of. So customers’ perceptions about your company’s customer experience are largely influenced by time. Often the meaning correlates with convenience. This means you have to reduce the time it takes for them to:

Care

Customers like knowing that you are there for them and that you care. Great service is the top reason customers keep giving their business to companies and the top reason they recommend those companies to others. On the flipside, 80 percent of customers say that they have stopped doing business with a company because of a bad service experience. More often than not, they will never do business with such a company ever again. For these reasons and others, it is critical to ensure that your company delivers great service care. Care that results in great experiences that are remembered and talked about.

Additional questions

Where can sensors provide best input? How can you make senses of employees more perceptive? Do you know what you need to respond best?

Actively solicit feedback

Make it easy for your customers to provide inputs. Learn from these inputs and make changes where necessary

Pay special attention

Special attention when errors are made. Go out of your way to make things right .Turn negatives into satisfying encounters

Honesty all the time

If you make a mistake with the order, admit it right away. Don’t try to place blame or cover it up with excuses. The customer knows what’s going on and will be looking for your reaction. Once you admit the mistake, start talking about solutions.

Personalization

Customers don’t want to be treated like a number. They want to feel valued and understood. Their belief? That the money they spend with your company entitles them to such treatment. The differentiation of the experience your company delivers will therefore be at least in part contingent on your ability to personalize your interactions with customers across all channels.

Take nothing for granted

Don’t take a customer’s loyalty for granted, especially when dealing with a first-time buyer. The key to customer loyalty is not just by providing a quality service or product, but how you service and support it. Meeting customer expectations in a first sale may not be enough. First-time buyers want to know you care. For loyalty to endure, it must be noticed and acknowledged.

Eliminate practices that waste consumers’ time

Be flexible and easy to work with and minimize rules for the business and your staff.

Show initiative

Come up with new ideas for customers. You have experience and knowledge. You know what’s happening in your industry and your customer’s needs. Make a serious effort to share your thoughts with new customers.

Employee expertise

Customers need to believe that your company’s employees are good at what they do. They must perceive that your staff are well-informed about products, services, policies, issues, and any other relevant subject matter.

Remember what consumers tell you

Always look at things from customer lenses. View complaints as insights and opportunities. Make commitments and deliver on these commitments. Exceed and do the unexpected whenever possible

Keep up communications

Maintain communication with the decision-maker. Some salespeople make the mistake of dealing with the day-to-day users in a customer’s organization and ignoring the original decision-maker. It’s a good idea to maintain contact with your decision-maker if only to get his or her feedback.

The bottom line

Customer loyalty is hard-won and mostly driven by the quality of the staff. Get all of your staff engaged. Solicit their ideas and encourage initiative. Go overboard with your accountability and make a difference with customer care.

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Mike Schoultz

Mike Schoultz

1.5K Followers

Mike Schoultz writes about improving the performance of business. Bookmark his blog for stories and articles. www.digitalsparkmarketing.com