The customer should never be an afterthought. Your customer’s requirements and needs should be at the core of everything that your business does, so always work in this way, thinking first and foremost of your customers rather than what you perceive the business needs. That is the same with your marketing approach: it should be about how to engage with your target audience.
Putting customer firstThe fact is, users, understand when they have been put first, and understand very well when they have not. If you value what your customers think and say about you, and want to build repeat business, it is essential that you are recognized as a business that has a customer focus, which means everything from great customer service, to doing everything possible to fix things if and when they don’t work out (which happens).
Don’t Make Promises You Can’t Keep
It is imperative that you deliver on your promises, every single time. A broken promise cannot be recovered from, so just don’t do it. What kind of promises can you make?
Well, you can promise to always put the customer first, and work to this end, but you may not be able to promise that you always deliver the best price, because there is always someone somewhere who may undercut you.
Be realistic in what you promise: customers are experts at spotting an empty promise from a mile away,” says Russell Gomes, a marketing analyst at Write My X and Brit Student.
Deliver With ConsistencyOne central aspect of good customer experience is being consistent in how you deliver. What customers want to see is an approach that they can become familiar with and rely upon.
No one likes surprises when it comes to business, and so prevent these from occurring by having a well-defined and trained approach to delivering on customer experience. That means defining roles and responsibilities from the very beginning, and training staff to work to that end, with a series of checks in place which prevents anything falling between the cracks.
Regularly Audit Your Customer Service Experience
The secret shopper approach is a popular means of gathering valuable feedback on customer experience, and is employed by hotels and restaurants around the world. It’s a tried-and-tested approach, but is by no means the only one when it comes to auditing your customer experience.
Regularly auditing and testing ensures that the systems you have put in place are working as seamlessly as possible, and tweaks can be made where necessary. Once again, this is all about having the commitment to deliver fantastic customer service.
Invest In Your StaffThis point has already been touched upon in the form of training, which is certainly an essential ingredient for delivering great customer experience. However, it is certainly not the only element.
A staff member who feels valued, rewarded and motivated is much more likely to deliver the levels of customer service that you desire.
Was this helpful? Please comment and share!#csm cares!