Creating an excellent customer experience is the most important part of any business. If you provide a product or service to consumers, you want to insure they come back for more. With the internet offering consumers the opportunity to choose wisely before buying, you need to make sure your company stands out and offers a memorable customer experience. For many companies this takes time and innovation to achieve. There are strategies that have been proven effective; you just need to know where to start.
Response Time is Important
If your customer has a concern, that concern needs to be answered quickly. Making sure you have a quick response time will show your customer you care about their concern and setting their minds at ease. Whether this is achieved by phone, email, or messaging, the longer you take the more chance of losing a prospective customer.
Learn Their Preferred Method of Communication
Some customers love speaking to customer representatives on the phone, some prefer to receive communication in their emails and others may want to receive the latest updates on their favorite social media. Learning which method your customers prefer allows you the chance to personalize communication and reach them when and how they want to be reached. Offer a variety of options for communication.
Create a Positive Online Presence
97% of consumers research products online before buying. This makes your online presence extremely important. Your company website, information, and support should be easy to navigate and access in order to keep your customers interested. Offering communication through other online services such as social media, blogs, and groups will also help create a positive online presence.
Think like Your Customer
When you are attempting to reach out to consumers, you should consider their needs and wants. The easiest way to do this is to put yourself in their shoes. If you offer communication limits that would stop you from buying, you will want to redesign your communication strategy. Putting yourself in their shoes is the best way to give them what they need and want.
Don’t Sell Them, Educate Your Customers
Most consumers don’t want to be pitched, they want to be informed. They ask for more information, facts, and documentation so they can make an informed decision, not to be sold while still in doubt. Offer the information needed for your customer to make the decision independently and be confident when doing so. This will create a more loyal customer that will refer your company to others.
Ask for Feedback
You will never really know what your customer thinks unless you ask them. Taking a survey or requesting feedback is a great way to determine how effective your communication is and which areas could use improvement. Allow your customers to tell you what they really think and what you need to do to improve customer communication.
Taking the steps to improve your customer communication is the best way to create a great customer experience and keep them coming back. Look at your current strategy, get feedback and find holes in your communication that can be filled with information and guidance for your consumers.
About the author: David Greer writes for several educational blogs and suggests learning more about an online masters in communication.