A positive, memorable and meaningful experience is likely something many want to repeat. Your customers’ experience is no different. Statistics show most customers are willing to pay more for a better experience. Delivering an excellent customer experience will create repeat customers and create a competitive advantage for your business.
Customer experience (CX) includes the entire experience a customer has with your business. Customer service, on the other hand is the delivery of service to a customer before, during and after the sales process. Customer service entails ensuring the customer’s needs are met. It influences the overall customer experience but doesn’t entirely define it. Customer experience includes the perception your customers have of your business and the interactions they have at all steps, stages and levels.
The following will help you deliver an unsurpassed customer experience:
- Create a customer-focussed culture. Help your team recognize they are an integral part to ensure a successful customer experience. Constantly develop your team and provide ongoing training and support.
- Know your customers. Having a clear understanding of your customers’ needs and wants will help you better connect with them. Knowing your customers better will help them better know you as well.
- Establish an emotional connection with your customers. Your customers may not remember what you say but they will remember how made them feel. Many actions are made based on emotion, including sales.
- Collect feedback. Ensure you’re delivering a superior customer experience by communicating frequently with your customers. Offer customer surveys and questionaries. One of the best questions to ask: “Would you recommend our company to a colleague or friend?”
If you can’t meet your customer’s expectations, some else will. Creating a resonating customer experience is becoming more and more important. A positive customer experience leads to repeat business and reoccurring revenue.