5 Tips For Delivering Unparalleled Customer Experience

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Customer experience is no longer an option you can decide to ignore in business. Consumers are more aware than ever before and can see through brands or businesses that are fake or don’t put them first. Each day people are exposed to upwards of 10,000 ads per day, you’re competing for real estate in consumers’ minds from the second they wake up. One area you can stand out in is customer service.

With savvy consumers opting for brands that stand for something more than just the product they sell, i.e a social cause. The corporate mission and values impact the customer experience and ultimately influences the decisions of these consumers on which brand to choose. Prioritizing customer experience can not only help you gain trust and loyal customers but more successful business in return.

The post highlights 5 tips that will help brands differentiate themselves in the marketplace with unparalleled customer experience 

 #1. Lean into technology

While nothing truly replaces talking to people and getting direct feedback (we’ll touch on this later), technology is a vital asset you should be taking advantage of. Insights from Google Analytics can give you in-depth analysis of the ways people are navigating your website, which pages are performing well, and where you need to make adjustments.

Furthermore, running ads on your social media channels can enhance your customers’ experience with your brand when they aren’t in your physical location.

Similar to Google Analytics, running ads on social media can offer insights into what types of content resonate with your audience, or how people interact with your brand. Connecting insights to results can help you make shifts to your processes, enhancing your customer’s experience.

While the last two tips are customer-facing, consider also utilizing a digital business bank on the back end to have a financial understanding of when consumers make purchases which can then allow you to cater ads to their purchase habits.

Find the technology that works best for your business, and put it to work in a way that allows you to make better-informed decisions that would enable your brand to deliver an Unparalleled Customer Experience

 #2. Shift your mindset to that of a hospitality service

The hotel and restaurant industries are prime examples of hospitality services. What sets these places apart is their care for the customer and focus on great customer experience. While fully transitioning from your core business to a hospitality-based service may not be feasible, certain elements can translate nicely to your favour.

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One simple shift you can work on is friendly customer service. In a 2017 study, it was found people tell, on average, 15 people of a bad customer service experience, while they only tell 11 of a good experience.

On the flip side, the same study found that millennials are willing to pay over 20% more for a positive customer service experience. Giving a positive impression when consumers interact with service representatives from your brand stands to deliver a massive ROI if you can do it right.

Training staff members on how to interact with customers, answer questions, and deal with challenges can go a long way in having that customer return, and also share the positive experience they had with your brand with family and friends.

 #3. Put customer feedback into action

Soliciting feedback from customers is a great first step to improving the customer experience for your business. However, it’s all for nought if you don’t implement this feedback. While certain feedback like “lower your prices” or “open a location closer to my house” may not be completely realistic, they’re worth considering.

Sending a simple survey to gauge consumer interest on a new product line or how you’re currently performing is low cost and can provide you with plenty of insight. Be sure to include a mix of open-ended questions and a few that allow users to rate your business on a scale, whether that be 1-10 or something similar like the NPS question.

After doing some research, take time to understand the pain points your customers have, and if you see recurring themes, act on them. Not only will this help you gain some priceless insight into your customers’ experience, it will also show them that you’re looking to improve.

Implementing customer feedback takes time, don’t feel the need to do everything at once, focus on doing it correctly and to the best of your ability.

 #4. Always look for ways to improve

While leaning into customer feedback, it’s also smart to look at competitors in your space and see what they’re doing well. Maybe a local brand has great social media engagement, or people wear gear with their logo on it. If at all possible, talk to people and see what they like about these other brands; if you’re friendly with the owners, have a conversation with them.

Inevitably they won’t tell you all their secrets, but it may take the smallest thing to spark an idea in your head that can help you deliver a premium customer experience for your consumers. Maybe this comes by way of granting access to product lines before they’re released, sending handwritten birthday cards to those who are a part of your mailing lists, or hosting free giveaways that they can wear, thus making your brand more public.

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Whatever you come to, remember that stat from above about how many ads people are exposed to daily. What makes you stand out from the competition? Don’t get complacent, always looks for unique ways to deliver value and great customer experience.

 #5. Reflect on your work

Aside from looking to customers and competitors for ways you can improve, it’s also smart to look within. You know your business better than anyone else, so taking time to reflect on your processes and where you stand is key to reflecting well outwardly to customers.

Lean on your team and hold meetings centred on how you can better serve existing and new customers, where they think you as a business are falling short, or where you are concentrating too many efforts with not enough return.

In addition to discussing ways, you can improve, look at the efforts you have already made and track the results.

  • Have you seen an increase in return customers?
  • Have customer reviews been trending positive?
  • Are there fewer negative comments about service?

All of these can be indicators of how your current customers are experiencing your brand.

Over To You

At the end of the day, if you serve people, you’re in the customer experience industry. Taking the time to deliver the best experience to your customers can pay dividends, just as you overlooking this vital category can be detrimental to your brand.

Lean on customers, competitors and your team to gameplan the best ways you can ensure your customers are enjoying their experience with your brand.

 

Kelechi Okeke
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