Introduction
Whether you’re a retailer or a service provider, there’s no doubt that customer experience is the key to success. But, with so many brands competing for consumer attention, businesses must go beyond good customer service to create an excellent experience.
1. Understand the consumer
Understanding the consumer is crucial to providing an excellent customer experience. The key here is knowing what your customers want and need, as well as their desires, wishes, dreams and aspirations. Take time to understand all these things before you begin providing an experience that will bring them joy.
2. Give personalised service
Giving your customers customised service is a great way to show that you care about them as individuals and not just another number.
The first step toward creating this kind of experience is identifying the suitable types of data to collect. This may include information like what they bought, how long they’ve been a customer and when their next appointment is scheduled. Then, use the data you have collected to create individualised content for each user or group—emailing a coupon code for their next purchase or reminding them about an upcoming appointment. You can also tailor the information on your website based on these inputs.
By giving everyone personalised attention, you’ll build trust between your business and its customers while offering better service than competitors who treat all their clients equally (or worse).
3. Embrace technology
Technology is a great way to provide your customers with a better experience and help you improve your business. For example, you can use technology to streamline getting quotes, scheduling appointments, and even taking payments. All these things will make it easier for your customers to do business with you.
4. Build better relationships with the customer
- Building better customer relationships are essential to giving them an excellent customer experience.
- Asking customers what they need, listening to their answers and then doing something about it will make them feel better than just selling them something they don’t need.
- For example: If you are selling cars, and one of your clients needs a car seat for his kid because his old one was damaged in an accident, instead of just selling him another car seat that he doesn’t need (or selling him a different model), you should ask him why he needs a new car seat and see if there’s any other issue that he has besides needing another car seat for his kid. You could also offer services like installing child locks on all doors or even going over the whole vehicle with him so that everything inside is appropriately secured, like seatbelts and airbags etc., which may save lives!
5. Ease of purchase process
You can influence your customers’ purchasing decisions by optimising your e-commerce site. For example, adding an easy checkout process can help increase conversions and boost sales. Ensure your users feel comfortable during their shopping experience by providing them with an intuitive interface. Automate processes wherever possible by integrating AI into your website, such as chatbots that answer common questions or recommendations from AI-powered algorithms to help customers find what they’re looking for quickly and easily.
Bottle-Line
Your customers are already the ones spending money on your product. So why not take care of them? Make sure there is a seamless transition from ordering to delivery and keep them in the loop throughout the process. This will ensure that they’re happy with your brand and come back to buy more products in the future.
Customer experience is the most important thing you can do to make your business successful. In this day and age, customers are looking for more than just a good product or service; they want an experience that makes them feel good about themselves. If you can deliver on this promise every time they come into contact with your brand, you will build loyalty and repeat business from them.
Who am I?
I am Dotun Adeoye, a Business Growth Strategist & Author of the 5 Pillars of Business Growth.
I’ve built up my experience via serial entrepreneurship, consulting leadership roles in business growth, business development and product innovation in large companies worldwide in the last 29 years.
Today, I consult with large businesses on how to sustainably grow their businesses, sustain infinite growth, ensure business continuity and achieve a legacy.
Hire Dotun Adeoye to Speak Virtually or In – Person at your company’s event to cover this or other topics. You can also get in touch via +44 203 097 1718 or dotun at dotunadeoye.com.