Customer experiences can make or break a business. Consumers always prefer brands that keep them happy and satisfied. This satisfaction comes when a product meets their exact needs and is delivered in a quick and easy way.
A bad customer experience will cost your venture greatly by tarnishing your reputation. Although avoiding this fate might seem complicated, any business can do it. All it takes is the right attitude, a small investment, and a few minutes of your time. With that in mind, here are ten effective ways to improve customer experience in business.
Always have support available
There are many reasons why a customer might need to get in touch with your business. When they do, they must be able to speak to someone right away. That is why you should display your contact details clearly on the company website, along with any marketing materials. To make getting in touch even easier, offer multiple points of contact for customers. If they don’t want to call the business, they should be able to send an email, post a letter, or fill out a contact form.
Help customers help themselves
Many consumers would much rather help themselves than ask a customer service worker for support. Because of this, you should provide resources to allow those individuals to do that. Make sure you start by building a FAQs page on the website. This page should answer any questions you’re frequently asked by customers. Blog posts, video content, guidebooks, and chatbots are all useful too. Not only can they help customers, but they will also save you time.
Simplify the checkout process
Even after filling their carts, consumers will walk away if the checkout process is complicated. Making it simple for customers, therefore, must be a priority. In the real world, a freestanding display stand can point customers towards the checkouts, while contactless payments speed things up even further. With an online store, you can save payment details for much quicker payments. Make sure you also eliminate any elements of checking out that aren’t needed.
Write clear returns policies
When a customer is torn between buying a product and leaving it behind, a clear returns policy can help. Giving consumers the option to return unwanted goods later means that they’re more likely to make a purchase now. This is especially true when shopping online. After all, a customer won’t know if they’re truly happy with a product until they use it. By writing a returns policy, you make it clear that customers can return goods for a refund if they don’t meet their exact needs.
Hire the best employees
Being an entrepreneur isn’t easy, which is why many hire employees to take the pressure off. Although you must always hire the right people in business, it’s particularly important that you do so with customer service staff. Rude and unhappy workers will have a negative impact on customer experience. Thankfully, you can avoid hiring such individuals by improving the hiring process. Make sure you also give every new staff member continuous customer service training.
Ask customers for feedback
Unlike businesses, shoppers don’t have an agenda. All they want is a great customer experience and an even better purchase to show for it. For this reason, shoppers will trust other shoppers before they ever trust you. Before deciding to buy from you, a potential customer might look for reviews from other consumers. If they can’t find any, they’ll assume that your business is untrustworthy. That is why you should solicit feedback from customers by offering incentives.
Take advantage of criticisms
While great reviews offer many benefits to companies, criticisms shouldn’t be overlooked. Even bad reviews have their advantages when paid attention to. Although reading a negative comment about your business won’t be easy, it can offer helpful advice. When the same issues are mentioned multiple times, you know you have a problem that must be addressed. Tackling these problems effectively will improve the customer experience and attract more customers too.
Offer a personal touch
Customers often feel nameless and faceless to large businesses. They assume that they’re seen as nothing more than money because that’s the way they’re treated. To stand out from other ventures, you mustn’t do this. Instead, treat every shopper as an individual. Make sure you remember loyal customers names and always use them to personalise marketing materials. You can also treat customers on special occasions, such as by giving discounts on birthdays.
Treat everyone the same
Treating customers like people doesn’t mean you should offer certain customers better service than others. Many companies give new shoppers special treatment that isn’t provided to loyal ones. They treat them like VIPs by offering exclusive deals and an overall better experience. This is a problem because, while you give new shoppers extra attention, those that keep your venture afloat get ignored. Look after your entire customer base, or you won’t earn customer loyalty.
Make good on promises
Making a promise to a customer shouldn’t be taken lightly. Unless you can make good on that promise, you will show that your business can’t be trusted. This will impact the customer experience, tarnish your reputation, and harm the company overall. That is why it’s best to underpromise but overdeliver. By promising less than you expect to give, customers are always satisfied. If you ever break a promise, make sure that you apologise and try to make up for it.
Whatever reason you built your business, it can’t survive without customers. Because of this, you must do everything in your power to keep yours happy. Many brands make excuses for not doing so, by suggesting that improving the customer experience takes too much time or money. Thankfully, that simply isn’t the case. Although there are investments to be made, they usually aren’t very big. The rewards for your efforts, however, will be huge. Every business is different, which means each one has different improvements to make. Hopefully, with the advice above, you have some idea of where you should begin.