4 Ways to Improve Customer Experience

We all know the Golden Rule: “Do unto others as you would have them do unto you.” While this adage may seem like something cliche we learn in elementary school, it’s really a great place to start when crafting your customer experience strategy. If you were purchasing your product or service, how would you want to be treated?

The Value of Customer Service

In an increasingly digital world, where human interactions often go by the wayside for the sake of convenience and efficiency, customers are seeking out businesses that make them feel good about their experience. Creating a positive customer experience, whether you conduct your business online or in-person, is critical to the sustained health of your company. No matter how incredible your product or service is, people want to be treated well. Neglecting that fact can lead to major trouble.

If you’re trying to think of creative ways to boost your customer experience, start with these easy tips:

Begin with empathy in mind

When speaking to people about your business, or when listening to their comments or concerns, step outside of your own perspective and see what they’re seeing. Are you treating them like they’re human, or just another sale? Are you listening with intention, or are you waiting to get a word in? Letting people know that they are valued and heard creates incredible bonds between you and your customer base.

Be passionate about your business

People are social animals, ones that feed on the emotions of those around them. If you are enthusiastic, passionate, and positive, customers are more likely to act in turn. You can’t “phone in” warmth and excitement. You must genuinely be in love with what you do and the people that engage with your product.

Solicit feedback and act on it

Too often, feedback is asked for, but businesses chalk up negative comments to picky customers. Remember: Without those picky customers, your business is not sustainable. Once you get feedback that offers suggestions or negative reactions, actively work with your team to decide what the next step is in fixing the problem, and communicate that with your customers.

For example, if you sell homemade wrist watches online, and customers have commented that the strap tends to break after being exposed to water, the answer is not, “Well, don’t expose it to water.” The onus is on the business to fix the problem, or continue to deal with upset buyers. Only one of those options can keep your business open.

Invite your customers to take part in the product or service’s journey

Be transparent about sources, methods, and the team that you work with to deliver the goods. In doing so, two things happen: People trust that you’re telling them the truth about what they’re buying, and you give a face to your company. It’s easy to be rude and distasteful to a company that exists solely behind a screen. Creating a genuine voice can help your customers remember that you’re just regular people trying to solve a problem, not a faceless entity who intentionally set out to get their money for a subpar product.

Perhaps most importantly, a positive customer experience absolutely depends on your ability to take criticism in stride. That doesn’t mean creating a script that walks you through solving a problem or ignoring negative feedback. Instead, it means being open, honest, and authentic about your want to help build bonds between your business and your customers.

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