No matter how popular your brand is or how good your products or services are, if your customers aren't satisfied, then it's only a matter of time before you’re out of business. One bad customer can lead to the loss of five good customers – no thanks to online reviews.
As a business owner, customer satisfaction should be your number one priority. Ensure that all their experiences with your company are favourable – although that might be quite impossible because you can't satisfy every one of them, but ensure you put in enough effort to ensure that the complaints coming in are at least very minimal.
Here are eight ways you can improve customer experience:
1. Lead by example
As the owner of the company or team leader, if you treat a customer with ignominy or send a rude tone across, then you've passed a message to your employees or team mates that there is no better way to treat a customer than that.
But if you're aiming to give your customer the best experience, be sure to lead by example, make it a priority, let your behaviour be the model for the rest to follow.
2. Get your customers involved
If you're trying to improve the experience customers have at your company, then get them involved in the process.
You can send them a survey through an email, asking how they got to know about your products or services. Ask them to rate your customer service, website design, product offerings and pricing.
All these will make them feel important and will help you know exactly what they want.
3. Staff training
Get your members of staff involved in customer training programs so as to enhance their skills and enlighten them about your company's products and services.
This training will improve their interaction with the customers. You can also introduce some incentives that will motivate your employees to serve the customers better.
These two words are mightier than several moves. Showing your customers how appreciative you are of their patronage towards your business goes a long way.
5. Get to know your customers
The people that walk into your company aren't money manufacturing companies. They work hard to make the money they spend at your company. Encourage them.
You might notice that a frequent buyer has been away for some time, check up on them. They might be having financial issues preventing them from stopping over. Check on them and even suggest they opt for consumer loans. Suggest sites like Låne-penger.com so they can know where to find the best consumer loans and also borrow money.
Get to know your customers, ask them how they are doing, and if their day wasn't too stressful. Be courteous, show genuine interest in them and you'll see how comfortable they'll be talking to the employees and stopping over to shop.
6. Always be available to respond
Most companies make the mistake of disregarding their customers' complaints, doing almost nothing at all to relief the painful experience they had with their products or services.
If a customer complains, listen patiently to their narration of the experience. Be there to admit your mistake and apologise, and assure them the problem will be fixed.
Taking their complaints into consideration helps you create a better experience for them.
7. Be customer-focused
Trying to improve your customer experience means you're trying to give your customers a better experience with your products and services.
To achieve this you have to put your customers' needs before your own. Let your company's renovations and procedures be done with your customers in mind.
8. Encourage feedback
You won't always be around to know which of your employees have been cranky towards your customers all week.
This is why you should encourage your customers to give you a feedback.
While putting the above into practice, always remember that happy customers eventually lead to a boost in sales.