9 Ways to Create a Great Customer Experience
One unique experience is enough to earn customer loyalty for years to come. Experts Joey Coleman and Dan Gingiss point out 9 concrete ways to achieve them — from learning from market leaders to strengthening the first line of service, to creating simple loyalty programs and ensuring accessibility across all channels.
Customer retention expert Joey Coleman and social media expert Dan Gingiss revealed on their podcast “Experience This!” What's the biggest impact on customer experience?
Their choice: “All it takes is one great customer experience to earn consistent loyalty.”
Here are nine ways to achieve that one great customer experience:
- Expand your competitive offering
Find out the “what is your thing” that will take your business beyond what your direct competitors offer. Always be one step ahead with your unique offer
- Benefit from the experience of big brands
Brands like Amazon are known for being a leader in customer service. Create an account (if you're one of the few who don't already have one) and learn what excellent customer service looks like, then incorporate that into your own strategy.
- Use the experience of big brands several times
If a brand is recognized as a leader in customer service, then it is probably constantly evolving and innovating to be on time. Maintain accounts with leading brands so you can see the latest changes and improvements.
- Create a clear customer journey plan
Make sure everyone in your organization knows your customer's clear roadmap, understands how different teams work together, and is aware of any changes. Think of the domino effect — even the smallest pebble can cause a wave. When you have the lines of communication open, you will avoid a headache along the way.
- Strengthen your front line
Teams that deal directly with customers must be equipped and able to solve problems immediately. They must have a full understanding of the customer and knowledge of past customer interactions to stop a potential disaster.
- Always be behind your customer
The customer is in control — if he is not happy, you are not happy either. Customers don't care how organized your business is, they only care about what they experience — from browsing your website to purchasing a product, to service. Find out how they engage and tailor your customer journey to them. Even the smallest change can create an extraordinary experience.
- Don't punish good customers
Not everyone will be a great customer, but that doesn't mean your good customers should be punished by policies targeting the bad ones. Consider the 80/20 rule, 80% of your future profits will come from 20% of your customers — so first and foremost — don't scare them away.
- Create easy loyalty programs
The biggest mistake companies make is creating something difficult for their most loyal customers. Loyalty programs that reward customers should be designed to be simple.
- Remember as your mantra: Accessibility is king
In the era of mobile, chatbot, IoT and artificial intelligence, customers expect to interact with your business whenever they want. Check how your customers want to work with you, and then make sure that each of these channels is open and ready.
Source: https://smartercx.com/9-ways-create-one-stellar-experience/
