Finding ways to improve your customers' experience with your business will help you achieve great things. With that in mind, here are 5 effective strategies that you can implement to improve your customers’ experiences moving forward.
By Team Savant
Image: Armand Khoury
After all, it means that you can:
Encourage repeat custom and improve your relationships with your customers.
Improve brand awareness and get more customers through the door or onto your website.
Build a stellar reputation for yourself and your business that sets you apart from your competitors.
Make Sure That You’re Easy To Reach
Customers tend to think highly of brands that they can get responses from quickly, as it shows that they truly care about attending to their customers' needs. As such, one of the easiest ways in which you can elevate the customer experience is by ensuring that you’re easy to reach, whether that is over the phone or through email. For example, you should set standards among your employees for the amount of time it should take for a customer to receive a response.
While this may be relatively easy to achieve during operational hours, it's important to note that customers may try to reach out beyond these times. For example, if they’re at work all day, they might not be able to pick up the phone until late into the evening. One way in which you can remedy this is by partnering with companies that offer a 24/7 telephone answering service. This way, customers can phone in any time of day (or night) to get the answers they need.
Actually Read Your Reviews
In order to improve your customers’ experiences with your brand, you need to know how they feel about your brand in its current state. This will allow you to implement the necessary changes and improvements. The easiest way to source this information is by reading any reviews you receive, both good and bad. After all, this provides you with direct insight into their thoughts, which you can use to your benefit moving forward.
Elevate the Level Of Customer Service You Offer
According to a recent study, “93% of customers are likely to make repeat purchases with companies who offer excellent customer service.” This is because excellent customer service can elevate their experience with (and perception of) your brand quite considerably, whether these interactions take place online, over the phone, or in person.
Fortunately, there are a few different easy ways to elevate customer service standards within your business. For example, you can start by simply making sure that your team are polite, friendly and attentive. While this may seem pretty basic, you’d be surprised at the difference this can make.
Keep the Buying Journey As Simple As Possible
Customers do not want to jump through hoops in order to be able to buy something from your brand. As such, you should make sure that the customer buying journey is as streamlined and straightforward as possible. One way in which you can achieve this goal is by ensuring that your website can be easily accessed from both laptops/computers and mobile devices. This is particularly important when you consider that “75% of all e-commerce sales will come from mobile devices by the end of 2025.”
Find Ways To Personalise Your Interactions
Whether they are subscribed to your mailing list or are shopping in-store, finding ways to personalize customer interactions can also go a long way toward improving their experience with your brand. This is because it leaves them feeling closer to your brand, which incentivises loyalty.
One way in which you can personalise your interactions is by ensuring that you greet them by name in emails, and the content featured is directly tailored to them. For example, you can gather data relating to shopping habits or products they’ve viewed before, and make sure that these are the ones featured on your direct mail ads moving forward.
Final Thoughts
Whether you’re running a clothing company or a coffee shop, finding ways to improve the customer experience will help you remain on the path to success. After all, this encourages loyalty, positive reviews, and repeat custom, while also giving new customers a reason to give your brand a chance.
Fortunately, there are plenty of ways in which you can improve the customer experience with your business. This includes making yourself available 24/7, keeping the buying journey as simple as possible, and offering excellent customer service. As such, implementing the strategies explored above will help you get on the right path in this regard.