Not long ago, businesses assumed that the key to success was a high-quality product, for a good price, with the best customer service. Now it takes more than that to become the best business in the eye of the customer. Customer experience (CX) is one of the hottest buzzwords of the business world today. Despite all of the attention the topic receives, finding ways to improve customer experience is still as a struggle for many. This is easily remedied if you know the right steps to take.
Back to Basics
In order to have a strong foundation on which to build a better customer experience, make sure you’ve covered all of your customer service bases. Anyone who deals directly with customers should follow these three important tips:
- Anticipate Needs – Be aware of your customer, you may often know what they need before they know it themselves.
- Treat Everyone Like a VIP – Treat each and every customer as if they are the most important person, because they are!
- Always Apologize – Whether or not you are at fault, if an issue arises, apologize to the customer and remedy the situation as quickly as possible.
If you can treat each customer with great care, you are already on your way to creating a great customer experience.
Enhance the Mobile Experience
Focus on the consumer begins online. Make your web-based efforts optimal for customer use. By making your website and other online listings accurate and easy to navigate, you are not only making it easier for the customer to find information, but you’re giving your SEO a boost as well.
Today, more than ever, customers are doing research on their smartphones. Is your website easy for them to navigate on a mobile browser? There are a lot of issues come up when customers seek information on mobile websites:
CX Issues When Seeking Information on Mobile Websites
Talk to your webmaster to see how you can make these changes. Doing so will help your SEO greatly and spare your customers from a frustrating experience.
Highlight a Customer
With their permission, take the time to highlight one of your users or customers online. You can share one of their photos on social media, tweet about them, etc. Most people love to be recognized, especially in a public way. Giving them a moment in the limelight is a great way to build customer loyalty and demonstrate the caring culture of your company.
Offer Support on Social Media
Social media is a place where customers go to share their experiences with their networks. What they say about your business online will be seen by your customers and potential customers alike.
Monitor conversations online that involve your business and respond appropriately. Some comments may require you to apologize and offer a solution but remember to keep cool and stay professional. What you say online is a direct representation of the kind of service a customer can expect from you anytime. Say thank you as appropriate as well.
How Podium Helps Improve Customer Experience
Request a demo to see how Podium’s cloud-based solution can help you use text messages to invite all of your customers to review your business. Podium’s efficient, mobile process can help your business build a strong online presence on the sites that matter most. This will, in turn, improve local SEO and ultimately boost revenues.