As companies build and scale, it becomes increasingly important to deliver a customer experience that is exciting and fulfilling, yet consistent. As the competition rushes to cut costs and become leaner, if you can afford to invest in a customer experience that remains a cut above the rest, you’ll experience higher customer satisfaction and increasing bottom-line growth.
Quality Recruiting and Training of Team Members
The quality of your product or service starts with the people you hire to share your vision. When a customer picks up the phone, are they talking with an excited, passionate associate that wants to make sure they have an amazing experience with your brand or service? The best way to turn off a customer is take a situation where they’re dissatisfied and compound that by introducing them to a demotivated, detached associate that doesn’t deal with the passion in a way that reflects positively on your brand.
Companies have a variety of methods for improving customer experience through employee incentives and quality control. For some companies, this involves working with seo companies to help you self optimize websites driven By performance dominate your market. If an employee is impaired at work by a substance abuse issue, identifying that problem and rectifying it before it impacts customers is key.
Develop Trust by Listening to Consumers
Customers are incredibly talented at spreading the word about bad experiences. Wouldn’t you rather your customers talk to you first when you have a problem? Build trust with customers by responding quickly and reassuringly to issues brought to your attention via social media tagging and other public broadcasts.
Brands that respond to public posts about their brand effectively can turn a negative into a positive. Angry customer plus friendly, effective customer service communication can be one of the best advertisement opportunities.
Over-Compensate for Screw Ups
When things go wrong, it’s time to jump into hyper drive. If a shipment misses the target delivery date, don’t blame your shipping partner. Instead, refund the cost of shipping to the customer. If a customer feels that they were poorly treated by one of your employees, take them at their word and apologize for the experience, and then ask them what you can do to make it right. Reassure the customer that their issue is being taken seriously, and show them that you care with actions that build trust and loyalty.
Analyze Opportunities to Add Value
Every company that offers a product or service can always increase the value of that product or service by making marginal improvements to their end-product. If your company sells widgets, what would the customer think if you not only gave them the widget they ordered, but rewarded them for repeat business with a customer loyalty program? Could you extend to them a better return policy? What about a dedicated customer support line so they didn’t have to wait on hold if an issue arose?