If your business is struggling to perform or sales have dropped recently, don’t immediately blame your sales teams. Take a wild ride into your customer’s experience, and you’ll soon figure out what’s going wrong.
It could be something as simple as a buggy website, which is easy to fix – or the problem could be with your customer service, which takes longer to resolve. Whatever the cause, you can be 100% sure that your overall customer experience needs to be improved.
Below are five of the most effective ways to do just that and have customers beating down on your door again.
Creating and delivering value for your customers means providing products and services worthy of their time, money, and energy. The perceived benefits of your product need to far outweigh the cost.
By maximizing benefits at an acceptable price point, your customers are more likely to enjoy their experience with your brand and purchase from you again. Note, that doesn’t mean your products need to undercut your competitors pricing – it means product needs to be more valuable.
Customers appreciate being valued. If one of your customers has an unpleasant experience with your brand, you must not push them aside or try to keep them quiet. Allow them to have their say and then actively find ways to address their concerns quickly and fairly.
Everyone makes mistakes, and most customers will understand that – provided you take accountability for the issues and fix them as quickly as possible. Show your customers you care by going that one step further – such as sending an apology letter in the mail – along with a token of your appreciation for their patience.
It’s time to crunch the data and figure out what your customers are after.
- Embrace The Omnichannel Way
Modern technology has evolved at an astronomical pace, taking digital experiences to a whole new level. With all the available platforms today, there is no excuse for your company to only offer one way of getting in touch with you.
Ditch outdated ways of communicating, like fax numbers, and embrace the new normal for communication – text apps. In the last five years, telephone calls have been blasted out of the way, in favor of a new way of communicating – direct messaging.
Add a texting widget to your client portal, which makes their life easier and gives them the ability to reach out as and when it suits their schedule.
- Offer Superior Customer Service
Customer service needs to be all about the customer. To enhance your customer’s overall experience, analyze and evaluate each step in their journey. From the first contact with your brand (and how) to the delivery stage – every step is a measurable part of their experience.
Customer-centric companies are over 60% more profitable than companies that don’t highlight their customer’s needs. Great customer service is an expectation of the modern consumer, so create the best experience to get the happiest customers.
If you don’t ask – you’ll never know. Well, that’s not necessarily true, you’ll know – it will just likely come from reading bad reviews. Feedback doesn’t have to be bad, especially not if you view it as an opportunity to improve.
No product or service is perfect – not even luxury or premium items. Use automated services to ask your customers for feedback after purchases or sign-ups. The more you understand their experience, the better you will be at making it a fabulous one from start to finish.
