Here are a few tips that you can use to greatly improve your customers’ experience. Knowing what the customer wants seems obvious, but consumers are shifting their desires every day as technology becomes more advanced. With that advancement comes a massive amount of information for the customer to consider. Guiding the customer and making the customer feel special is important, but the way in which you choose to help them and to cater to their uniqueness makes all the difference. After you have taken the time to get to know your customer and to help them with your product selection, you should be available for them to get to know you, too. Above all, your customers’ experience should be positive and memorable.
Know Your Customer
Today’s consumer is interested in getting things done quickly, efficiently and without hassle. The customer service you provide should be easily accessible, user-friendly and solution-oriented. If you have a smartphone application or a website in which the customer can make purchases, consider cutting down the number of clicks and webpages it takes for the customer to complete his or her transaction. The more time you save your customers, the more satisfied they will be. You can also try using a CRM to keep track of your interactions with each customer and you can use an ecommerce hub to coordinate all of your online sales.
Learn About Your Customers’ Needs
If your website or application is not enough for your customer to make his or her purchase, then give them plenty of time to explain their needs. Often, companies forget how often their customers want to be heard, and instead of listening they list off all of their products and explain them. If you let your customers tell you what they need from the beginning, then you save everyone time because when you use your product knowledge, you can guide them to the best product for them.
Provide a Tailored Experience
Making your customers feel special is the most important aspect of their experience. Consider assigning only one representative per customer case. This way, customers do not have to explain their needs multiple times to different employees. If a customer does need to discuss a concern or a purchase with a supervisor, then it is a good idea to have strong leadership in the workplace, as noted in an InMoment white paper. Your best supervisors should know how to get all of the information from the service representative before speaking to the customer. In the best case scenario, the one representative that works with a particular client should form a professional, amicable relationship with the client. If the customer feels trustful of the company, then he or she will have a better experience.
Give Your Customers a Chance to Meet You
Even if each customer works with only one representative, you should still be available to customers. If your customers know who you are, they will trust the company even more. Many entrepreneurs who run their businesses online are not open about their identities. This creates an atmosphere of mystery and inaccessibility for the client. Instead of having this effect, show yourself, and just as you get to know your customers, let them get to know you, too.
Standing out in a positive way for your customer makes you more memorable. Sending thank-you notes to your clients after a transaction is a simple, classy way to be remembered and to give them the best experience possible. Making sure you are available for follow-up questions or additional purchases is something that not every company does. You can remain in contact with your top customers, and you can even call them to make sure everything is working out on their end.
Rachelle Wilber is a freelance writer living in the San Diego, California area. She graduated from San Diego State University with her Bachelor’s Degree in Journalism and Media Studies. She tries to find an interest in all topics and themes, which prompts her writing. When she isn’t on her porch writing in the sun, you can find her shopping, at the beach, or at the gym.