When it comes to Customer Experience, don’t forget to go the extra mile. It’s never crowded.
In today’s world, the customer is your King, Czar, Maharaja or Sultan, in short, he is the very basis of your entire business entity. Remove them out of the equation and you shall soon have no business to boast about. With so much competition and the customer being flooded with an array of options, treating the customer right is of vital importance to the overall health of your business.
We are not just talking about the quality of the product or the old adage value for money. Today companies are shifting their focus to creating an unforgettable experience for the client. With the advent of social media wherein, real-time interactive feedback is the new norm, all businesses are now required to equip themselves with all the necessary plans and tools for creating that moment of customer delight, not just once, but over and over again.
We shall now discuss a few pointers on client interaction and its co-relation with your business success:
1. Listen to your clients:
One of the first principles of a good conversation is “Effective listening”. Let your client speak; let him tell you his expectations, his goals, and his experiences. By doing so, you amass a wealth of information from the client, which can help you in understanding his/her needs and cater to them accordingly.
An everlasting impression is something which is different from the norm. You have to highlight and communicate the difference in the products and the services offered by you as against your competitors. Fail to do so, and you lose the interest of your client.
Take an effort to understand what the client wants. This willingness to do so creates more value than price or quality. In turn, you land up creating a loyal customer who would not only do business with you but also recommend you to others.
Your client needs 100% focus on them. Do try and ensure that you try and meet all their needs in a timely and effective manner. Your commitment towards your client will ensure a happy customer and surely pave a way forward for many more.
Remember, if you can’t measure it, you can’t manage it. Ask your customers for feedback. This way we can understand where we stand in terms of client experience and what ways can be adopted in ensuring an enhanced customer experience every time. There are three types of clients that we usually see viz; one who is extremely happy and is always seen recommending you at every opportunity, the second one is satisfied but not enthusiastic as the first one and will not think twice before switching to another product and the last (which we definitely would not want) is an unhappy customer.
All three need equal attention. We need to remain consistent and excel with our happy clients, think out of the box and try and invent ways to keep the satisfied client and finally, eliminate all factors and work towards converting the unhappy customer into a happy one.
It’s a well-accepted fact worldwide, that companies with highest customer experience typically grow at more than double the rate of their competitors. Well, its time for all us to focus more on the customer experience. Have you checked the same lately?