Making sure that your customers have a good experience with your business is one of the most important parts of being in business.
If you’ve never thought about how you could improve your customers’ experience, it’s about time that you sat down and gave it some consideration. After all, without your customers you don’t have much of a business at all. Even if your customers seem to love you, there’s always room to improve and make their experience even better than what you currently offer.
If you aren’t sure where to go from your current customer experience, here are a few ideas that just might point you in the right direction:
Understanding Your Customers
A new year or the beginning of a new quarter can be a great time to try and gain a better understanding of what your customers do and don’t like about your business.
Collect feedback, offer up surveys and analyze sales trends to try and get a better idea of where your customers are coming from. The more you understand about your customers and their motivations, the better you’ll be able to tailor your offerings toward what your customers actually want.
Work on Your Phone Etiquette
If there’s one place that most businesses find themselves lacking, it’s in how employees deal with customers on the phone.
This doesn’t mean that your employees are necessarily rude to your customers, of course; instead, it simply references the fact that a lot of people don’t know the best way to talk to others on the phone. Sounding too much like they’re reading from a script, being too aggressive with sales pushes and lacking confidence or using lots of “filler” words can all undermine the image that they are confident in your products or services.
Phone training can go a long way toward making customer calls more enjoyable for everyone.
A Shift Toward Digital
With each passing year, more and more people go online for at least part of their shopping experience.
This is why it’s so important to have a website beyond just a simple Facebook Page. Make it easy for customers and potential customers to find out about your company and its products or services online. Provide easy methods of contact, informative pages and other digital touch points that let your customers really get the most out of their time on your site. While you’re at it, make sure that you make the website mobile-friendly as well.
Improve Your Employee Experience
One thing that many businesses don’t think about when trying to improve the customer experience is that your customers are directly affected by the attitudes of your employees.
If you want to send your customer experience through the roof, improve employee morale. This may mean giving out raises, coming up with new perks for your employees or taking other actions to get them excited about work. This can help in other ways, too, as motivated employees who enjoy their jobs tend to be more productive.
Engage with Social Media
Developing an active social media presence is another way to enhance your customers’ experience, especially if you have fun with it.
Create contests, share articles or pictures that may interest your audience and develop a consistent “voice” that is unique to your business. Not only will it give your customers a way to interact with your business online, but shared posts can give you some cheap word-of-mouth advertising as well. Don’t be afraid to have fun with it, either; look at companies like Arby’s, Wendy’s and Denny’s to see just how much fun social media can be for customers.
Regardless of what you do, make sure that you at least consider the experience that your customers are getting from your company. If it could be better, make it better. If it’s already good, make it great. Putting forth the effort and improving that experience will only benefit your business, so there’s no reason why you shouldn’t try to make the experience better than ever before.