Create An Impressive Customer Experience For Your Business
Customer experience is important to any business. How your customers remember you can affect your business for better or worse. Word of mouth can have significant effects on your business. With the emergence of social media, a bad word or two going viral can easily tarnish the reputation that you have worked years to build and protect.
How you help and serve your customers will also affect customer retention. A customer who’s had a happy and positive experience with your products and services will likely be a loyal customer. No better marketing is there than a happily satisfied customer who talks positively about you to their family and peers. Since it is not a paid advertisement, its integrity and truth will not be questioned.
With that said, selling your products is not the end of your contact with your customers. Their aftersales experience matter as much as your marketing and advertising efforts. From getting the feedback of your customers to establishing a call-answering service, here are the factors that can affect the experience of your customers:
Know your customers.
Knowing your customers can help you create and build your products just the way they like them. When you know your customer base, you will know what makes them happy, what is valuable to them, what solutions matter to them, and the communication mode they are comfortable with.
Having these pieces of information can help you provide a wonderful customer experience. Not having the necessary data is like groping in the dark for what will make your target customers happy.
If you know your customers, you can design your product and its packaging to suit their taste and create the biggest possible impact. The moment your customer opens your product, you can already create a lasting impression. From the physical aspects to its usability and features, you can use your customer base knowledge to create a product that will sell.
Listen to feedback.
You can never be sure if you have done it right until you heard it straight from the people who are using your products. Customer feedback can provide you valuable insights that can help you improve your products and services. You get to learn from the ground what your customers like with your current offering and the things that they don’t like.
You can use these pieces for information to create a better product that will improve your offering. By being open to changes and listening to your customers, you can enjoy better sales, leading to a growing business.
Establish a smooth system of communication.
Your job does not end when your customers buy your products. You have to help them have a good experience with them. Create ways where your customers can easily reach you and communicate with you. You should align your systems of communications with the profile of your customers as well.
You can employ a call answering service to get to your customers’ calls on your behalf. There are several options that you can choose from, depending on your needs and requirements. You can employ an Interactive Voice Response System for self-service options. An IVR can provide you with 24/7 customer assistance but cannot deal with problems that are not specified in its program.
A call center can help you handle the large volume of customer calls coming in. Aside from being an answering service, a call center can also initiate calls and reach out to your customers if you need them to do so.
For customers who prefer non-voice transactions, establish an e-mail or chat support to serve them. Some businesses also use social media as a platform where their customers can reach them. Remember, more people are logged in on their Facebook than on their e-mail, so Facebook Messenger support can benefit your business and your customers.
Whatever channel of communication you have with your customers, it is important to be responsive. Non-responsiveness can irk and frustrate your customers, especially if they need help with certain issues that prevent them from using your products. You must have a response to all queries and problems. If your technical team is looking into the issue, say so.
An automated trouble ticketing system for your customer service can help you track customer issues and complaints that are not resolved immediately. A ticketing system can help your customer communications become more organized and efficient.
As your business grows and expands, you will need more assistance in ensuring your customers’ satisfaction. Hiring third-party services and employing customer relations management platforms can help you manage your customers and serve their inquiries and needs.