6 Ways to Create Better Customer Experience in BusinessPosted in Online Marketing by itvibes
Customers are the life of the business. Customers come to you with a trust that the work can be done much efficiently and cost effectively. It’s important to create value with your services to solve your customers’ problems. Treat them with care and respect and they will reward you with long term loyalty either buying more or referring your services to their friends and networks.
Customer retention is the key to any businesses’ success. As stated in the Inc magazine’s article Customer Retention Key to Business Success, according to Vic Hunter, author of Business to Business Marketing, it can be 30 to 40 times more expensive to acquire new customers than it is to manage existing customers. A 5% increase in overall customer retention equates to a 25% to 55% increase in the profitability of a business.
Here are 6 ways we strongly believe and follow to create a good customer experience which has done wonders for us:
- Solve. Don’t sell: Offer unique value proposition to your customers. Not a sales pitch. They don’t care how great your services or products are. All they want to know is ‘what’s in it for them?’ What are you solving with your solutions? So, it’s important to understand your customer’s business problems and needs before suggesting them with a solution. Customize the package to help solve their immediate needs in the most cost effective way.
- Offer extra: Always offer “extra” in the form of ideas, information, training or even features. This gives clients much needed comfort that they are getting more for what they are paying. This builds customer satisfaction which leads to a long term relationship.
- Be flexible: Customers are your biggest assets in business. Do anything to help them out, and to keep the long term relationship. Remember the hard work you put together and the time spent to gain them in first place.
- Be accessible: Give them multiple ways to reach out to you anytime. When they are in need it’s very comforting to them to know you are accessible and can depend on you to solve their issue. Using Social Media as a customer service tool is a great idea. As customers are already there, it makes it easy for them to touch base with you about their issues on demand. And when you solve their problem on Facebook, Twitter or LinkedIn, this gives you an opportunity to let the world that you pay attention to your customers that builds confidence in your audience that converts them to future customers.
- Provide referrals: Find opportunities to refer your customers to your network of connections using Social Media, Email Marketing, Blog posts etc to help them promote their ideas, events and services. Rest assured the favor will be returned in double fold.
- Refund policy: If the customers are not satisfied with your work or services even after you try all the above 5 things, it’s probably best for both parties to separate. Offer a reasonable refund and help to make their transition and exit as smooth as possible. You don’t want them to leave with some kind of dissatisfaction that could lead to bad reviews. You never know. They might consider to come back to you one day after realizing your service and customer promise.
As a business owner, it’s crucial to recognize that every contact we make in the community is a potential customer or a referral partner. As local competition continues to grow, providing good customer service and experience is just a matter of business existence.