A business cannot function without customers or clients. Whether you provide a service yourself or have a team of people doing it for you, or if you sell products you lovingly manufacture or source to the general public, you need these people to buy into your brand in order for your business to move forward and be successful. However, what can you do to ensure that the customer experience or customer service experience that you offer is a good one? I wanted to share with you some of the things that you could consider.
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How customers feel when they enter your business
One of the first things to think about would be how your customer feels when they enter your business environment, physical or web-based, this is when taking extra care in the presentation of the workplace could make someone feel at ease. So whether you have a clinic and you want to ensure that there is a custom-made patient experience, or whether it is a shop and you want to entice people to buy into your brand and the products you sell, or even a blog tailored toward a certain audience, how they feel physically in the presence of your business is important.
The delivery of products or services
The next thing you may want to consider is the delivery element of the products and services you provide. This is anything from how quick it arrives to how it is presented when it gets there. It is all about the feeling and even the looks of a package when it lands on the doorstep. Ever get a package that was poorly presented? Pretty packaging, time and consideration taken, a note of gratitude, they can all make the difference to how a customer is feeling when the products arrive. I personally love when a brand, sponsored or not, takes the time to write me a note – it’s that little element of going the extra mile that makes the brand memorable.
What your business offers
What your business offers is important. It isn’t just about the brand and the price of services, what about special deals or offers for new and existing customers? What incentive propels people to choose you and not another business? Maybe you could offer a discount for someone who has bought already, or give them a referral code for when they recommend your business to others. Maybe the offers you have could be seasonal, or sales to give people the chance to buy more than one thing. When brands offer me a referral code for my audience, I immediately know it’s going to be a fantastic partnership – they have the audience in mind and want to keep them as a long-term customer.
Communication to customers and clients
The communication side of things is also keenly important, you need to be able to ensure that you are letting them know when things are ready to dispatch, when their orders will be likely to be delivered, or even communication about up and coming offers. Be reliable and accountable. You can do this in many different ways such as social media updates, email marketing, or even telephone communication. Having an option on your website for online chats or an about tab could also be a quick and easy method of answering frequently asked questions.
The follow up
Finally, you may want to know how your customer has felt when purchasing from you, or how they feel when their product arrives or the service they wanted has been carried out. The follow up is important for you to gain necessary feedback on this. It could be done in a few different ways, emails and surveys, or simply calling and asking for their opinion. It helps a customer to feel valued whether their opinion is positive or negative. Always be receptive when it comes to perfecting and fine-tuning your brand.
I hope these tips help you to enhance the customer experience in your business.