How can you improve your customer experience?

How to improve your customer experience strategy effectively

Great customer experience is important to any business that wants to become top in their market.

This requires customers have good experiences, but good customer experiences rarely “just” happen. It may sound clinical to say your business needs “a customer experience strategy”, but it’s not wrong.

Remember that customers stick to a business when they are happy with the services AND it is always cheaper to keep an existing customer than to convert a new one.

The outcome of good customer service is:

  • Retention
  • Loyalty
  • Evangelism

Retention

What can you and your team do to ensure your customer have a desire to stay with your business month after month?

Loyalty

Loyalty is beyond retention. What do the most loyal brands have that the rest of us don’t? What causes Halrey-Davidson customers to tattoo the customer logo on their bodies and Apple customers to wait all night in line for a new $700 phone?

Evangelism

The ultimate in customer satisfaction is customers who “spread the word”, such as occurs with Harley-Davidson and Apple.

 

The following are some best practices of customer experience.

  • Listen to what your current clients tell you – you already know how rare this is
  • Customer First – How easily can customers get a hold of you when needed?
  • Make contact easy, and varied with call, chat, knowledge base, forums, etc

Done effectively the above tips help you build better customer engagement, which is step one towards creating the loyalty and evangelism that can make or break your business.

 

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