Customer experiences ultimately determine what kind of relationship you have with your clients and how prospective clients see you. You want to make sure that your customer experience touch-points are not only clearly defined for you and your team but also designed to make them all about the positive experience of that client or prospect. Here are five sure fire ways to ensure you not only over-deliver when it comes to customer experience but that you also ensure trust, loyalty and advocacy from your clients and team.
1. Listen carefully
You might think you know everything about your clients but people’s needs change as their lives progress so always check in with your client base to make sure you’re still giving them what they want. You can do this with surveys, phone calls, social events and more. Always remember that most people’s favourite topic of conversation is themselves so if you give them a platform, they will take advantage of it. Use this to your benefit to improve your services, processes and customer relations.
2. Give your employees some power
Never underestimate the power of empowerment. If you allow your team to make certain decisions on their own when it comes to direct dealings with clients, at least two things will happen. They will feel valued and take ownership of their work. You will also be allowing them, in most cases, to resolve an issue on first contact instead of telling the client they need to check it and get back to them. Everyone knows this is code for “I need to ask the boss”. Your clients will also see this as a sign that you trust your team which will generally translate to the client trusting them more too.
3. Stay in touch
You know that database you have? How many of those people do you contact on a monthly basis? Are there any on there where it’s been more than six months or a year since you contacted them or did business with them? Take these as a sign you need to re-engage with your database and offer them something of value. Regardless of what you’re selling, the relationship with your client is about more than just the transaction. You should look into the calculations for finding out the lifetime value of your clients (this will be coming up in a future blog) and then decide if you’re really giving them a return on their potential investment
4. Take advantage of your POS system
Most modern POS systems (if you use one) will have a great deal of customisation available for you to use so why not take advantage of it? Prompts for upsells, details of other services or products printed on your receipts, these are just a few of the opportunities to promote your business further to someone who has already made a decision to buy from you. Your POS can also sometimes be used to collect information from your clients that can be used to market to them. Email addresses and phone numbers can be valuable currency and if you use them appropriately and effectively, you could be looking at a massive increase in sales and customer engagement.
5. Minimise obvious automation
Nothing is worse than getting a template message when you’re dealing with someone or a company. You can easily automate systems and sales processes without making it obvious that it’s automated. Invest in a good quality CRM and you will discover the true power of effective and authentic automation. One example of this Facebook posts. As soon as it says “via Hootsuite” or “via Buffr”, people know there is a good chance you didn’t even write the post and it automatically devalues the content, even if it’s great content. Facebook has an automation system of it’s own so why not use this instead. That way even you aren’t actually writing your own posts, the post itself has far more credibility because it’s coming directly from you or your company and not a third party.
This article was prepared by Ant Ulijn, Social Media Extraordinaire and Values Alignment Expert from emanation. If you found this information useful, please comment below and make sure you like us on Facebook for more great content like this.