Research has shown that a business benefits if they deliver a great customer experience. In fact, 86% of customers will pay up to 25% more for a better customer experience.*
Here’s our five sure-fire ways to deliver a great customer experience:
- Have friendly employees or customer service representatives
- Customers will fall in love with your brand if you have friendly employees.
- In fact, 73% of people said they most want friendly employees or customer service representatives.*
- And these employees need to be consistent, for every customer every time.
- Be Proactive
- Go out there and build a customer experience program to best service your customers.
- Think about what processes you have in place to make sure you are responding and keeping your customers.
- Surveyed customers overwhelmingly said they would like a more proactive approach – in fact, more than 86% of customers said they would find proactive engagement either a ‘strong benefit’ or would welcome ‘proactive assistance.’**
- Improved personalisation
- Get personal – try to know your customers.
- 36% of surveyed customers said personalised experiences such as knowing what they’ve bought in the past and service issues they’ve raised, as well as sending timely and useful updates is important in getting them to like your brand.*
- Easy to access product and service information and support
- Give your customers as much useful information in as many different ways as possible.
- And ensure your staff and systems are there for support. 55% of people interviewed said getting this one right will make them fall in love with your business or brand.*
- Better cross-channel integration
- Make customer service your focus across all channels.
- Your customers will need you focused on them in the face to face environment, as well as on the phone, via your website, email, Live Chat, and via all of your social media channels.
Having all of this at the top of my mind, I was chatting recently with a friend who just couldn’t wait to tell me about her exemplary customer service experience. She was shopping for roller blinds for her home and as many people do these days, decided to get a quote from a business a friend had recommended to her, No Bull Blinds.
When explaining her customer experience she said first and foremost this company made her the priority. The first contact was via telephone and the sales assistant was extremely helpful and knowledgeable about the products available and what may work given the setup of my friend’s home. Immediately the employee was liked for his enthusiasm, friendliness and the fact that he had time to explain all details thoroughly.
This business prides itself on, as the name suggests, no bull. Just quality products, great service, fast turnaround and very competitive prices. Above all, they delivered exactly what they said they would.
The measurer was onsite to measure within a week of the initial call, in fact six days, with an on the spot measure and quote. And they also went above and beyond when a fabric couldn’t be chosen initially by sending out more samples which arrived the very next day. They listened to the customer and acted proactively.
She was most impressed by the speed of the whole process too. Once the quote was accepted, the same helpful measurer was back onsite to install her blinds just a week later – he was friendly and efficient and this continuity in service staff assured her. The entire process from initial phone call to the resulting installation of her beautiful blinds was less than two weeks. Happy days!
This business gave the customer access to an accurate quote calculator online and stood by their promise of installation within 3-7 business days free of charge after acceptance of the quote.
And of course my friend has already told countless friends of her positive customer experience and would recommend this business to anyone looking for blinds.
So, there’s some food for thought on how you can get cracking to make sure all of your customer experiences score ten out of ten. Customer Service 360 is always here to help.
*”Customer Experience Impact Report” based on survey commissioned by RightNow and conducted by Harris Interactive
** “The Cost of Poor Customer Service” by Genesys Global Survey