Just a few decades ago, if a customer would have a bad experience with a certain company they’d probably just complain to their friends and family members. This wouldn’t have much of an effect on the business. Nevertheless, in today’s digital age, a few comments and bad reviews on social media can completely ruin a company.
However, you shouldn’t look at this as a bad thing. After all, if you start a business and offer a certain product or service, you should want your customers to be satisfied. Now that most people are in the habit of voicing their opinions online, it’s a good idea to start using their comments and reviews as a marketing tool. Think about when you’re deciding whether or not to spend money on a product or service. Chances are that online reviews influence your buying decision. This is simply how things are nowadays, and you should do your best to use the current situation to your advantage.
With that being said, it’s important to put some effort into making a quality customer experience. Your main focus should be treating consumers well and finding ways to exceed their expectations. As long as you provide excellent customer experience, people won’t mind spending money on your products. Take Starbucks for example – even though they charge a lot for coffee, nearly every location is constantly packed because people enjoy the vibe there. Keep in mind that traditional marketing won’t ensure your business is a success. This is due to the fact that it focuses on acquisition rather than retention.
On the other hand, the main purpose of quality customer experience is all about retention. People are so used to expressing their thoughts online nowadays that they’ll immediately say something positive about your products and overall brand if they have a good experience with your company. Because of this, it’s very important that every employee in your firm understands why it’s essential to cater to the wishes of your customers.
Since you’ll be striving to keep consumers satisfied, it means that your staff will always be motivated to come up with new ideas. This is crucial if you want your business to grow and become more successful. You may end up introducing new features that no one else has even thought of. For instance, Surgent is a company that offers a completely unique approach to helping people prepare for their CPA exam. Namely, they use adaptive learning technology to ensure the content of their courses is customized for each student individually according to their strengths and weak areas. They even offer a free and interactive demonstration webinar to show customers how it works.
If you know that you can offer excellent customer experience then all you have to do is find a way to attract consumers. One of the easiest ways to do this is to offer a product sample or demo version of your service for free. Chances are that many people will give it a try since it doesn’t cost them anything. And if they’re blown away by what they see, there is no doubt that they’ll eventually purchase something from you.
Once somebody becomes your customer, you should show them that they can easily reach people from your company. This way, they can get in touch with you in case they have any issues, concerns, questions, or suggestions. It’s essential that your business places trained employees in the customer service department if you want to increase your retention rate. Retaining customers is extremely important for the growth of your business because they’ll help increase your profit since they’ll likely continue buying your products regularly.
Since there are countless new small businesses being founded every day, there is a lot of competition in every industry. Because of this, consumer expectations have skyrocketed over the last several years. Nevertheless, providing a quality customer experience will surely help your business succeed.
About Al Davidson
Al Davidson founded Strategic Sales & Marketing, Inc. (SSM), where he helps deliver B2B lead generation services and appointment setting solutions for clients around the world. Under Al’s direction SSM has designed and implemented new business development plans for thousands of B2B companies which generated over 7 million new sales leads and millions of dollars to his clients.