The following contribution is from another author.
In any industry, your brand’s reputation is one of the most important parts of your business. It is also one of the best ways of retaining as well as obtaining clients, leading to bigger profits, better investment opportunities, company growth, and of course overall customer/staff satisfaction. If you are looking for ways to improve your businesses customer experience or are unsure of what areas you need to consider/improve on when implementing positive changes to how your business operates, then here are some explanations about what is involved within a customer experience and some examples of how to improve your businesses customer experience.
What is the customer experience?
In short, the “customer experience” is any interaction that a person or people have with your business/brand. This can include a variety of different encounters such as a physical product or experience that you offer, the way that your business was marketed to them, any customer service interaction with you or the staff you employ, your store or business premises appearance, the ease, and journey of how they obtain your product or service, or even when they visit your website. Basically, any encounter that you can think of which involves you or your business will be a part of their customer experience and will shape their feelings and opinions about your brand.
Why is the customer experience important?
The experience your customers have with your brand or business can make or break you, and one of the main goals for many business owners is growth. Having positive customer experiences will not only help retain customers but also boost your business by attracting more. After all, your business would be non-existent if it wasn’t for your customers, so it is important to consider their journey and experience with you, your brand, products, and/or services.
Here are a few examples of how you could improve your customer experience
If you own any business premises with waiting areas, receptions, or even just rooms that your customers spend periods of time in when they visit you, then the ambiance of these areas is very important to consider. A few ways you can improve your customer experience is by adding background stimulation such as tv music channels, water features, or artwork for them to admire.
If you sell products to your customers and they receive a high-quality item that they deem is worth the money that they spent with you, then this is a positive experience and a huge win for you as they will be much more likely to return and maybe even recommend to their friends and family. The same is true for the opposite though and as a part of their experience with you, if they had bought something cheap and nasty, then this would of course have been taken as a bad customer experience. So, ensure that you are investing wisely in any products that are selling.
Everyone wants to feel valued and respected, so it is important to apply this to your brand ethos. This doesn’t mean that you have to bend over backward for every single person that you interact with, but it is important to value each customer that you have and their needs or questions. Sometimes all that is needed is a little acknowledgment, apology, update, or kindness.
Taking on feedback
Linked with customer service, it is important to also listen to your customers and adapt your business model based on the feedback you receive from them. After all, they are the ones using your products and/or services. Sometimes it may not be possible or even feasible to action the feedback that is given, but there may be small changes that you can implement to help with any issues or ideas raised by your customers.
Valuing your customers
Sometimes the quality of your service/product is enough to warrant a positive customer experience with your brand, but if you want to improve further on this you could offer incentives or customer loyalty rewards. For example, birthdays, customer anniversaries, and referral discounts are all ways of showing your customers you value their loyalty, which in turn will make them feel valued.
Your customers journey
You should also think about how your customers find you, and when they find you, how easy it is to contact or buy from you. This includes their first impression of you through marketing, all the way to how and when they receive your product or service.
So, in whatever way you decide to proceed with running your business, just make sure you are also taking into consideration the customer experience that they will get from you.