Think about Amazon.
You log on to purchase a product. Once that product is displayed you are scrolling through the reviews – yes, that is totally a fact. The reviews are your best tools when shopping online. You want to know about others’ experiences with the product and you use others’ experience as a benchmark for quality.
The only difference in the retail space is the existence of various options (friends, TV, radio etc.) which can guide your purchasing decision. Either way – online or offline, good customer experience is cherished and will always be remembered.
Here are a few tips to enhance customers experience:
- Assess your business process. Is it long and tedious or fast and convenient? You know customers prefer the latter so make the experience with your business one which customers crave.
- Get insight on customers needs and interests. The more you understand your customers, the more effectively you are able to communicate and meet their needs. Speak in a manner that will allow them to resonate and connect with your business purpose.
- Adapt the practice of “Customers First.” Your staff should understand the importance of fulfilling the customers’ needs. Your business exists to serve that particular purpose – satisfying the customer. Customers should be treated in a very respectful manner which emphasizes appreciation at all times.
- Listen
- Attentive listening will garner great feedback for the improvement of your business. Listen to customers, those who interact with the customers and those who are non customers.
- Listening to customers will provide you with unfiltered thoughts about their experiences with products or services.
- Listening to those who interact with customers will assist in not missing out on aired complaints or concerns.
- Listening to those who are not customers will assist in targeting potentials and will give an unbiased view of your business and its role.
Whatever you do, remember the customer’s rule.
