How to Improve Customer Experience: 5 Must-Have Tips

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Improve Customer Experience

Customer service is, always has been, and always will be one of the most important aspects of every business.

It’s something that can give you lasting customers if it’s good, and turn potential customers away forever if it’s bad. People want to have an experience that’s catered to them when they’re shopping or working with a business.

We’re going to run through some tips on how to improve customer experience today, giving you some insight into ways that you might be able to get better. Hopefully, you can come away from the article with some actionable tips.

Let’s get started:

5 Ideas on How to Improve Customer Experience

The ideas below provide a general framework from which you can move forward. If you’re already a master at one or two of the points we make, just move on to the next.

1. Look at the Whole Process

Take a look at every space where you interact with customers. That could mean your actual store, your social media accounts, your email, or even your Google listings.

Customer service isn’t limited to face-to-face interactions. Make sure your information is correct on Google, do your best to be responsive to emails, and try to create a positive experience on social media.

There’s a lot more to it, but just remember that one bad mark in any of those areas could prompt customers to stray away. Further, they could tell other customers that you’re no good.

2. Invest in Software

Any time you have the chance to facilitate your communications with customers through software, you should give it a shot.

Client communication management software can help to organize and analyze data from your communications with customers. It may seem like a lot, but it’s wise to look at all of the data pertaining to your business with a critical eye.

3. Create Feedback Opportunities

Give your customers every chance in the world to offer feedback. Whether that means lending an ear when they talk to you in person or being present online.

Social media platforms as well as business listing websites are excellent places to generate feedback. You can simply make sure you’re present on those sites and responsive when feedback does come.

Additionally, you can offer incentives for customers to give feedback. Keep in mind that positive feedback is one of the most important factors when it comes to ranking on Google.

4. Protect Customer Information

As you start to move things in a digital direction, your interface will probably deal with a lot of sensitive customer information.

Transactions with small businesses are a hotspot for hackers and thieves to try and exploit. It’s your responsibility to protect customer information by investing in security features.

Making the investment not only prevents customers from being defrauded, but it ensures that you won’t lose a great deal of business in the case that your system has a hacking attempt.

5. Stay Positive, Even If You Feel Kind of Negative

The last thing you have to keep in mind is that customer experience is fueled by your attitude. It’s important to stay focused and engaged with the customer.

If you feel absolutely awful that day, this doesn’t mean you have to have a constant, cheery smile on your face. It just means that you’re committed to working with the customer and solving the problems they bring to you.

If you can commit to that, your customer service will be excellent.

Need More Business Tips?

Hopefully, you have a good idea of how to improve customer experience now. There’s a lot involved in providing a great experience, though, and we’re here to help you moving forward.

Explore our site for more insight into ways that you can improve your business.

1 COMMENT

  1. Great suggestions, I like the ‘Stay Positive, Even If You Feel Kind of Negative’.

    Attitude is everything, and it doesn’t matter what you do, in the past, I have done food deliveries on my bike with well-known companies.

    My attitude was how can I make the delivery the best I can for the customer, it’s more than just a fake smile and energy, it’s thinking about the whole process:

    1. How do I pack the food in the bag so it keeps the best it can, I added a cardboard box system, it was great for keeping the pizzas flat and easy to keep clean?
    2. How do I cycle, so the food is not bounced around?
    3. How do I take the bag from my shoulders, so the food doesn’t spill?
    4. And finally, what the customer saw, how friendly, polite and appreciative was I in our 30-second interaction?

    Get any of these points wrong, and the customer experience is compromised. A great attitude won’t overcome a pizza problem when the topping is not on the base!

    Attitude is hard when we have no place for feedback
    It’s all very well asking for feedback; we are asked for feedback all the time, rate our performance, write a review.

    I believe negative feedback is hard to accept if we don’t know what to do with it:
    – How do we react to the customer?
    – Who takes responsibility for the feedback?
    – How does it fit within our ways of working, processes or workflow?
    – Is it a random event or a recurring problem?

    #PeopleUseProcesses
    It’s stressful for staff to be the focal point of negative feedback if they know the problem will reoccur because no system is in place to take action on the input. It’s a tough ask to stay friendly and positive in this situation.

    Imagine the converse, the feedback was accepted, acted upon, and visible improvements made, where would you want to work?

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