Walt Disney said, “Do what you do so well that they will want to see it again and bring their friends.” Click To TweetCreating love between your company and your customers can help to build a positive atmosphere, which is so valuable. Most businesses are failing when it comes to the customer experience, which is your opportunity to swoop in and enchant those same customers into falling for your company.
- The data speaks for itself:
- Only 37% of brands received good customer experience index scores in 2017. Whereas, 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers.
- As many as 89% of consumers began doing business with a competitor following a poor customer experience.
- Up to 60% of consumers will pay more for better customer experience.
1. Treat your Customers Right
Happy customers are those, who get their issue resolved to tell 4 to 6 people about their experience. So that’s a way to influence the word of mouth about your business. Don’t act as a nameless business. As a person, who represents the business, you should talk genuinely with your customers. Address your customers by name, and tell your name at the beginning of your interaction.
2. Always Listen. Hear What Your Customers are SayingAt a time when it’s easy to have a two-way dialogue with your customers, it’s important to listen. When listening to your customers, you should take into account which changes your organization should make from this feedback, and then try to do that. Your customers are the lifeblood of your organization. Use the following methods to gather feedback from your customers:
- Customer Service
- Focus Groups
- Social Media
- Communities and Groups
- Email and Web Forms
3. Continue to Satisfy. Offer Ongoing Support
The #1 reason for customer attrition is dissatisfaction with customer service. Do everything in your power to provide excellent service to your customers on an ongoing basis. Respond quickly and enthusiastically, and be ready to present a special offer or discount with the hope of up-selling the customer to buy more.
There’s never any reason to slow down on satisfying your audience, especially when they’re chatting with you live over the phone. It’s important to note that 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition. Take note, customer satisfaction is a key differentiator in a sea of other companies. Besides offering support, ongoing specials will continue to help enchant and satisfy your customers for the long term. Create engaging multi-channel promotions centered around discounts, giveaways, sweepstakes, and contests. Distribute these offers via email, social media, print, in-store, and across your other marketing channels for full exposure.
4. Follow Through on Your Word.Following up on your promises helps show the transparency of your business while helping to build a feeling of trust with your audience. Manage the expectations of your customers to ensure realistic goals are set and can be met. By remaining consistent in your messaging, your customers will learn what they should expect from you in the future. F.W. Nichol said, “When you get right down to the root of the meaning of the word “succeed,” you find that it simply means to follow through Click To Tweet.”
5. Always Say “Thank You” – Kindness and Gratitude will Take You FarLast, but certainly not least, always say “Thank you.” As many as 3 out of 4 customers say they have spent more with a company because of a history of positive experiences. Kindness and gratitude for a customer’s business is an undeniable way to further enchant them for the long term.
Craft every thank you sent out from your company to be specific to the customer. Be as appreciative as possible for taking the time to go through the process of resolving the customer’s issue. Finally, follow up with a good old-fashioned “Thank you.”