Today's business world is
all about understanding your customer and making sure
they have the best customer experience.
Check out this guide on
how to nail it.
The customer's overall experience with
your company can have a profound effect on its success. So much so
that you can see a 4-8% revenue increase if that experience is
This experience we're talking about is more than just customer
service. It's all of the interactions they have with your brand;
employees, store, packaging, products.
Obviously, every company wants to see
growth in all kinds of areas. But it's hard to know what steps to
take to make these necessary changes. It takes some effort and
planning to make your customer experience a good one.
We've created a guide to creating the
best customer experience for your company. Read on!
The Best Customer Experience Plan
The first, and most important, thing
to do is to develop a plan.
This customer experience we're talking
about is really
all-encompassing. There are so many moving parts and
so many ways it could improve. Without a clear vision of where you
want to end up, this process can just be a waste of time.
Take the time to develop your ideal
situation. What would be the perfect scenario for the customer's
interactions with your company and customer relationship management
Once you've really nailed down how you
want those things to go, you can start to make a concrete plan to
get there. But without this plan, you may implement changes that
don't benefit the company. This focus is key.
Understand Your Customer
To improve customer experiences, you
have to know who your customer is.
The customer experience can be viewed
as an extension of the company's brand. A crucial step in branding
is creating the target customer persona. This exercise really helps
give you that clear view.
When you're discovering your customer
think of things like who are they demographically, what things
they're looking for, what matters to them, what works for them, and
A well-rounded picture allows you to
make more informed decisions.
Most people are looking for an
emotional connection with the brands they interact with -- even if
they don't realize it. Companies who can capitalize on this
knowledge and make those connections will have lasting and
with their customers.
This can be done in a variety of ways
depending on the setting but one key way is to make services feel
individualized. As your company grows, the thought of individualized
service can seem very overwhelming, if not impossible altogether.
The good news is there are aspects of
the customer experience that can be automated. This makes it simple
for the company but also provides the
service the customer wants.
Share the Perks
One huge way to make a customer feel
important is to make them an insider. Take them behind the scenes
and give them some of those company perks.
Who doesn't love a good perk?
This can come in a variety of ways but
is most often seen through
loyalty programs. A loyalty program
allows the customer to build points based on their purchases. Those
points are then redeemed for some kind of reward.
There is a huge variety of loyalty
program setups, but they all follow this basic premise. They all
work to improve customer experience because they are being rewarded
Freebies and discounts given through
email lists or newsletters also have a similar effect on customers.
Personalized packaging can make a
purchase feel exclusive and unique. Even just using their name in an
email gives the feeling of personalization that many are drawn to.
A popular trend is to highlight
customers on social media. Check your tags and mentions to see who
is sharing about your company. Then share them on your page.
This makes that individual customer
feel excited and like a partner with the brand. It also encourages
others to share about the brand in hopes of getting shared as well.
And it just gives you more exposure. Win, win, win!
An important part of improving the
overall customer experience is making each customer feel seen and
Collect Feedback and Refine
It's one thing to implement some
practices you think will help your customer's experience. And it's
completely another thing to find out if they actually work.
your customers is a great way to keep tabs on how positive the
experience is. The feedback is much more helpful when it's in
This gives you an understanding of
what is working and what isn't for your customers. The data you
gather from multiple customers can help you make decisions for
moving forward. Feedback is an important guide to creating the best
But this real-time feedback also gives
you the opportunity to fix any negative experiences. People want to
be heard. So if they have a negative experience and the company does
something to fix it right away, they're likely to see that as a
positive experience overall.
Feedback from employees of the company
is also important in understanding the customer experience. They
have a unique perspective that is very helpful.
Constant check-in with customer
experiences will also give you a bigger picture view of your
company. This puts you in a better position to prevent potential
Creating a great customer experience
is not just a one-time job. It's a continual evaluation and slight
shifting to make it better and better.
Give Your Customers the Best
It just makes sense that a company
would want its customers to have positive experiences. These
experiences lead to more sales and increased revenue.
The best customer experience is one
that brings customers back. 73% of customers say these types of
experiences enhance their brand loyalty. Creating just the right
experiment for your customers is worth the time and effort.
If you'd like to learn more about
growing your business, check out our other articles!