How to Build a Customer Experience Strategy that Works
Have you ever lost a customer to your competition and you didn’t know why? Chances are they had a poor experience that they didn’t want to deal with again. The happier customers are with a brand, the longer they will stay with it. Adversely, when customers are treated poorly, they are more likely to leave. By developing a customer experience strategy, you can increase customer satisfaction as well as customer retention.
A customer experience strategy is a more than good customer service. It is delivering excellent service that makes a customer’s experience memorable and positive. If you can successfully make and execute your plan, the three goals we talk about today are within your reach.
Source: 2011 Customer Experience Report – Oracle
Image Source: Experience-Strategy.net
It is vitally important that you treat each customer with care. When your customer service places an emphasis on the individual’s experience, you are able to cultivate a positive brand for yourself. A third of consumers say they experience rude customer service at least once a month, and 58% of them tell their friends. This is exactly how word of mouth can work against your company’s reputation in the long term. It’s very important to be respectful of a customer’s mood when trying to resolve an issue they have with your company.
Do everything that you can to consistently deliver excellent service to your customers. This will increase brand loyalty and have your customers coming back time and time again.
“Creating a unique customer experience is one of the best ways to achieve sustainable growth, particularly in industries that are stagnating. If a telco, a utility, or an insurance company can create a highly differentiated customer experience that turns dissatisfaction or indifference into delight, it will recruit an army of vocal advocates online and offline, gain market share, and generate revenue growth.”
As I said earlier, the happier you are with a brand, the longer you’ll stay with it. But the opposite is also true. As many as 89% of consumers began doing business with a competitor following a poor customer experience.
Focusing on these three habits can contribute greatly to providing a customer with good service and encourage them to stick with you:
1) Talk to customers within moments of them entering your location. Don’t come on too strong, but welcome them with a smile and a greeting.
2) Pay attention to the customer. Be respectful of their mood, allowing them to carry the conversation. Invite them to tell you about their day or ask them if they need help with anything. They can take it from there.
3) It’s always about them. You and your customer may not have much in common, but that’s okay! Make yourself interested in the customer as a person and work on making the experience positive and memorable for the both of you.
While these might seem like no-brainer tasks for you to remember, the key is being consistent. Train employees to implement these three habits and transform your customer service into an enjoyable experience for everyone.
With social networks and online reviews, the customer has higher expectations and greater knowledge than ever before. It’s not too hard to find a company’s Google reviews when scrolling through search engine results. It’s important to maintain a stellar online reputation because customers will make a snap judgment about your business in just a few moments.
Social media is very influential to today’s consumer. In fact, according to Hubspot, consumers are 71% more likely to make a purchase if referred by social media. This goes to show that customers are doing their due diligence before making purchase decisions. They will find out as much as they can online before they even visit your location.
It can take time, but building relationships with your customers will give you a strong foundation to collect referrals from. If you treat your customers well, they are likely going to spread the news about your business. Businesses with strong online reputations have incorporated online reviews into their customer experience strategy and have found ways to motivate customers to tout their business on sites like Facebook and Google.
Customer Experience Strategy with Podium
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.