Customer experience is an essential component in any business. The experience your customers have will either make or break their loyalty with you. A more loyal customer means a returning customer. You want the customer experience to be fruitful and something they’ll talk about to others, bringing in word-of-mouth customers.
The Understanding of Customer Experience
It’s important to start with understanding what it is your customer wants. How do they want/expect to be treated when dealing with you? These are things to think about when building out the customer experience for your business.
Building an exceptional customer experience requires being proactive and aware of the situations your customers will be put in. This is the start of the path towards building trust between you and the customer. You’ll need to prepare and ask targeted questions to truly understand what it is the customer’s desired outcome is.
Each potential problem or opportunity needs to be clearly understood by you and the customer. You can do this by easily repeating back to the customer what the problem/opportunity is until these is a clear understanding of what is expected. The worst thing you can do is leave these challenges unaddressed only to come back up later.
Also ensure that expectations on urgent and non-urgent items are laid out. Stress the importance of these boundaries to ensure there is no misunderstanding with your customer. Having a mutual commitment is key to ensure that both you and your customer are on the same team. This is one of the most crucial components of the customer experience.
Be very explicit on what you are committing to your customer. Follow-up with an e-mail after you meet to outline responsibilities and commitments. This will greatly enhance the customer experience as well as it makes your customer feel much more comfortable and confident in you.
Having a good customer experience is critical to not only your business growth but your longevity. If a customer has a bad experience, they’re much more likely to tell A LOT of people about it, causing irreparable damage to your business. Take a look through your customers eyes when trying to build out your customer experience. If you do have a customer with a bad experience, understand what went wrong and improve on it. Understand that improvement takes time and practice but eventually you can gain back your customers’ loyalty.