These days, businesses have learned to no longer focus on just customer service as part of their client-customer interaction but to look at the big picture and cultivate a positive customer experience, starting with the first interaction or inquiry, through the sales talk and acquisition and then the after sales customer support.
And while most businesses think that creating positive customer experience takes a tremendous amount of work, the truth is it only takes a few minutes or a simple gesture to make a customer experience an outstanding one.
We have listed five creative ideas on improving the client experience. Read on more below.
1. Personalize what you give.
Too often businesses fall into the trap of being content with generic business services. They give what they offer, on the price their customers paid for. And while quality comes with a price, adding a personal touch doesn’t; it just gives you bonus points towards having a very pleased customer who has just become a potential advocate of your brand.
Why go the extra effort? It sends the message to the customer that their business is appreciated. No matter how small their order is, taking time to connect with the customer on a personal level creates a bond between you and the client that they will remember.
This can be as simple as scribbling in a “Thanks Mary!” note on her receipt. (Make sure to use their first name correctly.)
2. Reward those who are loyal, who are power customers and those who help.
How do you identify power users? These are the customers who purchase big orders, those who are active in your community and those who even start out as irate customers.
And we are not even talking about rewarding them with free stuff, though this is a common and appreciated marketing tactic. Deepening your relationship sometimes would mean that you go offline and talk to them in real life, understanding how they use and value your product and seeing ways to improve it to benefit your customers more.
Community management plays a big deal in this part of rewarding.
3. Use analytics to help you fix a problem before it comes one.
There are behavior-based analytics that can help you get to know your customers more and help you track behavioral trends – Are they satisfied with the products? Are they displeased with a current rollout of services?
Being able to track behavior lets you respond to customers in almost real-time, proactively offering great service or a solution to a potential problem before they even get the chance to complain about it.
This allows you to always stay one step ahead of your customers and create a seamless customer experience. It also allows you to plan your customer outreach, reward program (see tip no. 2) and personalize your customer experience (see tip no. 1).
4. Give away free stuff.
This is the easiest way to improve client experience – give something in return for nothing, but there is a catch: You just don’t give away free generic stuff to ALL your customers but base the free gifts on what they actually need and/or are interested in. This is how analytics can help.
5. Provide an avenue for them to advocate.
All the things you do for your customers will be for nothing if you don’t have a way of knowing how they feel about it. Providing them means to communicate their love (or hate) for you, ideally with others, not only gives them permission to talk about you and know you will be listening, it will also be an avenue for great feedback so you improve customer experience.
Improving Customer Experience
Improving customer experience can be summarized in five steps:
- Connect & Attract
- Extend and Retain
Remember that customer experience includes both the good and bad experiences. You need to embrace the haters too – they are your worst critics who can be a valuable source of ideas to improve your business. Most experts compare the client-customer experience to a love affair. It takes time, patience, empathy and a great deal of hard work. There will be ups and downs but it is all part of the customer experience.
Cultivating a love affair with your customers is going to be your ultimate brand advantage.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!