About a third of customers report that after just one negative experience, they would avoid doing business with a company. In the other side, they tend to spend more money and come back more frequently because of good experience. Customers always prefer a brand which makes them feel satisfied and happy upon their choices. So, knowing how to improve customer experience is very important for every business to access the success door.
Deeper understand your customers
Focus your attention on your goal customers and dive deeper into what pushes them. Build and develop different marketing personalities focused on these customers and define the particular traits that inspire them. Then, around this persona, build your marketing and product experience.
Diversify the ways of communication
We live in a world of omnichannel. During the shopping journey, 73% of customers use different kinds of channels. It could be mobile, laptop, email, chat, social media or in-person. Whatever the way is, you ought to be able to interact with them as they desire. And, all the communication platforms should provide a consistent experience.
Available as always
Besides communicating with the customers the way they want, you also need to be available for them whenever they connect to you. If you do not have the 24/7 customer service, try creating the content to serve them when you’re not around. Now there are many tools that allow your channels to automatically answer for the preprogrammed questions. As well as that, you can create how-to guides or FAQs on your website. Furthermore, build your own customer community for your customer to share their experience to help others. You can consider phpFox as a partner to help you build that community. If you are interested, contact us via our Client Area.
Why customers have to choose you when there are lots of brands serving the same services/products out there? It’s a piece of cake that they could be swayed by your competitor. That’s why you need to engage with your customers and build relationships with them. Make sure you reach out to customers by all the channels such as email marketing, social media, advertising, etc. Create valuable and educational content to connect with them. Keep being in touch with your customers and let them know every update of your brands or your products.
Listen to customers
Regularly conduct surveys to get feedback from your customers. This helps you find out many hidden problems that are so important for your business. You can also add the review section on social media or your Google My Business account to let them share their experience. Hearing your customers helps you easier measure and evaluate the improvements.
To sum up, customer experience is one of the most crucial factors to differentiate your business from your competitors. No matter how outstanding your product is, If customers experience is not great, your customers will not choose you the next time. Businesses should try their best to build good customer experience to turn the customers into brands advocates and build good brand reputation.