The power of a good customer experience is hard to beat. You may have the greatest product in the world, but if your customer did not have a pleasant experience with you, they will look elsewhere.
It is easy to get caught up in the trap of focusing TOO heavily on the “glitz and glam” of advertising and not enough on what your customer actually experiences. Attention getting and effective ad campaigns only work when they are paired with a positive customer experience. Follow through is critical! Your ads are designed to draw people into your doors, but once they are there it is no longer the responsibility of the advertising. Now is the chance to really wow your customers and turn them into word of mouth promoters! (The ultimate goal!)
Here are a few quick tips to help you determine your customer experience strategy:
- Go above and beyond: People expect to be happy – word of mouth occurs when those expectations are blown away.
- Communicate with your customers: Invite your customers to give you feedback and take their responses seriously (even if it’s not what you want to hear!)
- Take an objective look: Being in the midst of the business, this is sometimes very difficult to do. If so, hire a team of professionals to assist you in determining what needs to change and tweaks that can be made.
I would love to hear your thoughts about customer experience. What companies are doing a superior job?
