Customer Experience - make it fantastic... #13
- Adrian Dionisio - business737 owner
- Jan 5, 2021
- 4 min read
Updated: Oct 29, 2024
Nobody remembers normal. The more you can provide a unique valuable experience for your customer, the better for your business. Your business will grow when you pay close attention to your customers and their needs. If you make people happy to do business with you, they will want to do business with you regularly. A memorable and pleasant experience will generate customer loyalty, appreciation and gratitude.
Creating a great experience impresses purchasers and ensures they will keep doing business with you in the future. A superior experience becomes a valued and unique asset for any type of business
Business Reputation & Brand
Remember that reputation spreads. Happy customers will become your best recruiters and will do your advertising and marketing for free! Word of mouth recommendations and positive reviews are the best form of advertising that exists and this is why happy and loyal customers are the most important.
When you treat people in a special way they will tell everybody and your business will get stronger. This is why customer service and experience is so important and valuable.
Build your reputation by looking far and beyond one off transactions. Ask yourself what can you do to increase customer service and experience? Take it to a whole new level.
Customer experience is pro active. It is something that takes time and effort and is created successfully by putting yourself in the shoes of your customer.
What would you want if you were your customer? What would make you tell your friends the story about your experience? It's all about the fine details. The way you increase value is by building relationships and providing a better experience for your customer. Go above and beyond what is expected.
Customer Experience
Customer experience (CeX) is pro active and is the step beyond customer service which is a reactive in it's nature.
It is the result of every interaction a customer has with your business, from navigating the website, to talking with employees and receiving the product / service they bought from you. It is how the customer, the pulse of any business, perceives the interactions with your company. It should be useful, useable and enjoyable.
Take a moment to reflect why do you keep going back to a certain store, business or company. Why do you keep using them and go back over and over again? More often than not the reason is because of the overall experience and 1 of 6 major contributors to that experience:
Fast (speed)
Better quality
Cost (saving)
Luxury & the associated feeling
User friendly (ease of use)
Customer Service
Unfortunately many business owners and entrepreneurs pay little attention to customer service and experience, unaware of significant impact that they can have on growth and profitability. Connecting with the wants of your customer is a very viable way of growing a business. Amazon and Apple are two well known examples of this.
Great CeX is....
Looking after your customer's happiness and exceeding their expectations
No one remembers average and ordinary. Deliver what is promised and surprise your customer with extra care and support. Always aim to elevate their experience because the customer will always know and remember how they were treated.
Go above and beyond. Ideally you want to make a story for your customer to tell, a story people will remember. A great story can last a lifetime (read more) !
Stand out from the crowd
Customer experience is a great source of competitive advantage and the perfect tool to make you stand out from your competitors. It will also increase your third party validation and reviews. This form of customer advocacy is so important.
Nowadays most people don't trust adverts and they no longer compare price and products but also service and user experience. Customers read reviews (read more) to determine the quality of a business's customer experience. Small little things like giveaways and surprises can make a real difference in gaining customer loyalty. It doesn't always have to be something big and spectacular, basic courtesy and the kind sympathetic human touch can go a long way.
How to handle negative feedback
Today especially you cannot get away with people saying bad things about you. In awkward situations respond politely to the client and assure them that you're trying your best to find a solution to their issue.
Make your customer feel heard and cared for. Patience and composure is required but it will pay off i the long run. People are generally willing to give the business another go if they know their issue has been dealt with correctly.
Finally
It is easy to understand the importance of Customer Experience as the voice of the customer gets louder and the market becomes ever more in favour of the buyer. By providing good experiences you will be remembered and your value will increase.
As a business owner you should be concerned with customer experience and it would be prudent to spend time, energy and resources on this. Go through your business plan and put a strategy together so that your customers are left feeling happy and amazed after doing business with you!
By focusing on creating an amazing customer experience you will create an advocate out of every consumer. Success will follow when you embody the desire for your business to go above and beyond!
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