Customers have changed a lot today. They are picky and they have options. They have raised the bar of expectations higher than ever before. A high percent of customers are less tolerant to unsatisfactory experience and they will stop doing business with your company in future. However big is your brand, you are always on the back foot with an average customer service.
Giving the ultimate customer experience is like an art. In this post, I will outline best practices to be performed to improve customer experience in your company.
1. Personalized treatment for your Customers.
Customers expect lots of choices nowadays. They want to choose from a wide array of products and services even if you run a niche business. Some may even opt for highly customized services where they get treatment like a new-born baby. Some want it fast but want perfection even to the minute details.
So the difficult part of understanding and delivering the customer expectations is key to increase customer satisfaction. You, as an owner, or a manager have to make sure the customer gets what they came for.
2. Hire, train and treat your Employees well.
Find and train employees who treats your customers the way the customers would like to be treated. What will be the driving reason for an employee to deliver more than satisfactory experience to the customers?
Firstly they have to know how to do and employees also want to be treated fair. Only a well-treated employee will be able to do the same to your most important persons – customers.
3. Collect feedbacks, analyze, and act.
Collecting feedbacks is the fine gesture that you are giving importance to their views and are ready to change to meet their expectations. From paper comment cards to iPad surveys, phone calls to focus groups and online surveys to kiosks we adopt a lot of techniques to collect feedback from our customers.
While most companies will collect feedback and act instantly, it is very important to analyze the feedbacks to get accurate insights before acting.
4. Treat every customer like your only customer.
What would you do if you have one and only one customer? How will you treat them? He will be the most important thing to you in your entire business.
You will be amazed to see the results if you treat every single one of your customers like the only one. It is very difficult but important to develop a culture where you consider every customer as your king or queen. Listen to them and take their feedbacks and problems very seriously. Always offer help, keep a pleasant face and talk to them gently.
5. Avoid false promises.
A lot of promises are made these days but a few delivered. The sky is the limit for their promises as they offer products of highest quality and maximum efficiency, and services better than the best in the world. And they are making these promises in this era of social media where everything is transparent. Most of them couldn’t deliver anywhere near to the expectations and struggle to find a place to hide.
Business owners have to be more realistic in their offerings to avoid a chain reaction of disbelief. Keep up with their expectation and you will satisfy them. Increased revenue and brand acceptance will automatically follow. Begin your customer feedback management process if you haven’t started yet. It will allow you to analyze customer expectation pattern and problems within your services and products and make improvements.