Customers are the lifeblood of any business. You need to make sure that you look after them. They can provide you with so much more than just their money. Customers act as loyal friends in times of need and even act as free marketing when they tell their friends and family about the wonderful service you offer. You need to make sure that your customers, no matter what business you are in, have a great experience. Whether you need to upgrade to Verizon one talk or acknowledge a mistake, focussing on customer service will improve your business. Here is a little advice on where to start.
Your customer experience vision
The only way you are going to improve your customer’s experience is to have a plan for how you want to develop it within your organization. The best way to do this is to create a list of statements that will act as your vision and guiding principles. Some companies tend to use their core values and bring that into the company’s culture. Once you have established these, you can use them to drive the behavior of your business and your employees. It should be the first thing the team is taught, and it should be reiterated in every training session.
Understanding your customers
This is a useful one. You need to understand who your customers are and what they want. You need to have the ability to connect and empathize with your customers if you want them to have a good experience with your company. A great way to do this and get an insight into your clients is to allow them to create a profile with a name and a personality. Get them to tell you what they need and then you can garner support specifically towards them. It also helps you recognize your customers and can build a better relationship with them.
Create an emotional connection
Customer experience can always be narrowed down to the tone of how you say things to your customers. Research has found that more than 50% of the experience is controlled solely by emotions. It is the emotions of your customers that should drive your decisions. If you can make that customer connection, then you will gain loyal support. Again, research has shown that the emotional connection to a company will outweigh other competitors by 85% when it comes to sales growth.
Listen to feedback
Feedback can seem like a pain. The fear is that you get hit with a wall of complaints. Complaints can feel quite personal when it is about your business. However, you should try and make sure that you take out the constructive aspects of negative feedback to improve your customer experience. They can provide you with an outside perspective that you may not have thought of before.
Your customers are essential to your business and your success. You need to make sure that you listen to them and make any necessary improvements. When your customers are happy, you will soon see an uptake in profit and achievement.