Many companies neglect this, but enhancing the customer experience can yield a much higher profit as well as more satisfied customers that are more likely to return and demand your services.
There are many ways of improving the general experience your customers receive, but the most important thing is to understand what the customer wants and to try to reach or ideally exceed their expectations.
Insider Tips for Enhancing the Customer Experience
#1. As we said before, the first thing you should do is try and understand your clients. You may be asking, ‘why and how?’ Understanding them will help you provide better products or services at more competitive prices, so the chance that these prospective customers will have a positive experience with your company increases.
The easiest way to do this is to speak directly to your customers. This might be harder to do, but you could easily set up a survey or even a small survey that they could fill out. This will let you in on exactly what your customer wants, how you can improve and what other type of services you may need.
#2. Provide a service that represents you and your company and set a high standard and always be professional. This way you ensure that the customer always knows what they’ll get from you, no matter what. It also gives them security that they’ll get the service or product advertised and not anything less . This means that it is more likely that your customer will return rather than go on a different path.
#3. Offer support on your products or services, but be clear about it. Most companies nowadays offer online support or even phone support. Unfortunately, they are not very responsive because often times a customer is required to talk to a recording without the option of speaking to a human. When a customer interacts with a company like this, this is an example of company who has not focused on enhancing the customer experience.
The most adequate way of offering support is to make a ladder scheme. You should set-up a self service system. It should include the frequently asked questions with answers as well as a clear contact form. If there still are questions unanswered then your customer should expect to receive a call from a representative. This is quite easy to do and it doesn’t require extensive resources. It will even cost less than the usual support by mail or by phone and it will also be faster which means the customer satisfaction will increase.
#4. Make use of your customer database by setting up an informational system that will let your agents explore all of the customer’s history instantly. This will make things easier for your agents, increasing their speed and making them much more consistent. You won’t waste your customer’s time by having service representatives asking questions they already have the answer too and productivity amongst your employees will increase.
#5. Another idea for enhancing the customer experience is creating a loyalty club. This can be easily done by offering your most active clients a membership. This would give them discounts for certain products that they usually buy. The card itself would cost you next to nothing and the entire process of starting the club would require minimal work.
This will get those clients much closer to your company because they would feel that they actually receive something and are rewarded. It will also increase their confidence in you and they’ll have more patience if something goes wrong.
#6. So, we talked about the best way of keeping your current customers close, but what if you want to expand? The easiest way of attracting new customers is by offering a large selection of services and products and presenting them in a unique way.
In conclusion, enhancing the customer experience is the best way to grow your business by creating a secure relationship with your customers.