Yuriy Polyashko How to build a great customer experience?
Contents:
How to build a great customer experience?
One of the things that might help with enhancing positive customer experience is to build a Loyalty program. According to studies, loyal customers are more likely to purchase from the same company again and tend to share their experience with friends. A great way to do that is to ask people to take part in loyalty programs that reward the customer. Consider that as an opportunity to find more customer that will become your friends. Your customers today not as they were a few years ago. Everything has changed – first of all, the density of information and the number of brands. People now expect more from the brands they choose to follow. If your business is flexible enough to satisfy the high expectations of the customers, you have good chances to thrive and cut out the competitors in your field.
It may sound too strong, but the ability of the brand meet expectations of its customers probably the most important thing now. Otherwise, they will choose another brand, more suitable for them.
What exactly are we trying to say here?
As a marketer, you know that the customer experience is a path that unlikely to find its finish with a sale. It is something that a brand owner and his team should always look to improve. There is always a way to make it better – the perfection knows no limit.
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Treat your customers as you would treat friends.
How do you usually address to your beloved friends? Well, in many ways customers are your friends. Your business is not a thing that makes money for you – it’s a complex organism that brings benefits for both sides. So, you not just selling things, you are creating a relationship with your audience. Make sure that every one of your customer communication shows how important these people for you.
The best way to be nice it’s not taking things for granted. Maybe your followers are there for a good reason but thank them for that, show respect and how much you value their presence.
Positive interactions with your team create what one would call “customer memory” is making your customers feel precious and valuable.
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Try to solve a customer’s problem at any cost.
Not every problem that your customer is facing could be in the imaginary textbook where all the answers present. Sometimes you just don’t have the right answer. So what you should do in that case?
If you can’t solve a customer’s problem in the first conversation, give them an exact period of time during which you’ll be able to find a solution. What you have to provide them with is a clear feeling that their problem won’t be ignored.
Such a case when you don’t know something to solve a customer’s problem immediately might be a very good sign for you. You probably encounter the whole area where exists a little gap. To cover it and to prevent a line of the same situations with the next customers, you might want to discover what wasn’t working here and why.
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Be honest and admit mistakes.
Yes, times when you had to fool your clients that you are never making mistakes because it would wreck you brand-image are definitely behind us. People value these companies that can be honest about something that didn’t work, and can easily admit their mistakes. It also leads to the next point – when you can explain how you are going to fix that and move further.
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Ask customers to reflect on your services.
Looking for feedback is the most important thing. It is the chain that will make your connection with customer stronger because in that way you will know where and why you’re doing great and where you are going to need some improvement.
Also, asking customers for feedback from time to time better than once in a while. It is an effective way to identify potential problems before they become regular. Feedback is the right way to give your customers a voice to share their thoughts. Sometimes what your audience suggesting might improve your company in a very unexpected way.
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Hang around where your customers are.
Every time you overhear people talking about you somewhere on the internet – step up. There is might be complaints and stuff, but if you’ll be able to say something in your defence or at least explain why things happened as they happened it will improve your relationship with them.
It’s completely up to you to make it as easy as possible for your customers to get the answers they need when they have a problem. Yes, as simple as that. To wait around on your platform is not enough. You should claim your presence on the other platforms so your customers would know – you care about them and hear about their troubles.
Always respond to customer issues on the same place you hear them. Keep communication on the several platforms at once.
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Be yourself.
Don’t try to talk to your customers in this famous marketing impersonal voice. Avoid everything that acts detached with your audience. In other words, you should act more like human rather than brand.
Formal language isn’t supposed to be robotic, on the contrary. Feel free to keep language professional, but not overuse it.
Today the way people interact on the internet is associated with fun more than ever before. Don’t be afraid to use a bit of humour in your answers.
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Surprise customers.
The element of surprise is vital to a good brand. It could be a classic gesture – like a giveaway, discount or simple “bring your friend and two of you will get gifts”. Make sure that your brand is not predictable and boring. Sometimes you might send a limerick, a wish for a good day or something that would friend do (remember the first point of this list). Customers will notice your intentions and your connection with becoming stronger. That is for sure.
Customer experience is quite hard to measure – it is too abstract to put in some sort of words or statics. However, it is exactly what we need to understand whether the brand is doing good or not.
Summary
Understanding customers by brands is one of the things that people expect from you (the topic we kind of began in the first sentences of this article). It is a common challenge for many companies and it was always like that. It is what unlikely to change. A study suggests that customers expect brands to show an understanding of their needs.
Improving customer experience means gambling on the possibility that they will get back. The better premises for that, the more chances to gain loyalty. When a focus on building a positive customer experience is coming on top, it’s important that you maintain only professionals in your support team. There are also ethics that is mandatory to keep as high as possible.
Another point that stands behind perfect customer experience is what people are ready to do and how they behave when they feel valued. In that case, people are willing to pay more for a brand. It is a natural consequence of trust.
Furthermore, as many marketing studies suggest, customers are ready to pay more for an experience that they convince was good once and will be in future interactions with the brand.
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Comments
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It contains pleasant data.
A loyalty program has a positive effect on customer relationships, you are right.
It is effective in any field. People love when they get some bonuses.
How can this program be used in the field of animation?
Good idea. You can even start with small bonuses. You are completely right in your thoughts.
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Great food for thought!
A lot needs to be done to be successful. But nothing can be achieved without effort. So you need to work!
You have to constantly work on customer experience. But it’s nice when customers are satisfied with the work.
Do you often manage to cope with such a task?
Step by step and everything will work out.
I see a lot of work ahead of me. What else would you recommend for this?
Great advice friends. Much of this has long been taken as a rule in the work.
No need to pressure the client. This is very bad and will not give any positive result. It’s true.
Oh the article is great. As always!
It is important to leave good memories of yourself. So the advice is very helpful.
What a pity that not everyone follows these rules.
I respect people who have their own moral principles. After all, money is one thing. And for them you can not buy respect and a good attitude towards yourself.
Right words guys!
Feedback matters a lot. One of the main ways to get the opinion of the client.
You have chosen the right words in your judgments. Thanks for the article guys!
Yes, that’s for sure. Any feedback is important. Both good and bad. This method will help you solve problems effectively! You have noticed an important detail.
For some reason, customers are not willing to leave reviews on our website.
I’m just starting my journey. Answering with humor is not my thing yet. So you want to please your customers. But so far everything is difficult.
That’s a great point
Do you have a feedback box on your site?
It sounds simple, but in real life it’s hard to create a good customer experience. I’ll try to heed the advice.
It is impossible to build good relationships with all clients. But you probably shouldn’t even try. It’s impossible to please everyone.
Methods are effective and working. Confident in myself 🙂
Everything ingenious just turns out.
We only used our site for communication. It may be true that others need to be connected. Let’s try to expand our sites.
Thanks for the advice. You are the best as always!
When we received a complaint, at first we were upset. But then we denied all the accusations and emerged victorious from the situation. So yes, you are right here. The main thing is not to be silent. Stand up for yourself.
The team and I always value feedback. It is very helpful to read real customer reviews. Helps at work.
Many customers do not share their opinion about a purchase or about using a service. And it’s a pity that this is happening. Living words are important!
Can you please leave a review? Or does it already look intrusive from the outside?
You express really smart ideas. Your site was recommended to me. And now I am satisfied.
I love well-written articles. It’s about your blog.
Surprise customers, of course sounds good. But what a pity that there are no ideas. No ideas at all.
That’s very good point
Customer experience plays an important role in the development of any business. How much do you have to do for this.
I appreciate the advice you have given. You are a pro guys!
I used to be scared and upset by bad reviews. and now it’s clear that there’s nothing to worry about. And it became easier to work. I advise everyone!
That is a great tip especially to those new to the blogosphere.
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You should definitely write more about customer experience. Not bad, really.
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And sometimes we do sales. Works!
Oh, about stocks. When we make a good promotion, sales go up almost immediately.
We always directly ask and ask to tell the truth. And people are willing to share their opinions. After all, we explain to them that they help our work with their opinion. People are very open. We need to invite them to open up.
The main thing is to work honestly and love your job. Then everything will work out.
Interesting:)
I liked this article. You seem to be true professionals in your field.
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You can try endlessly, but you won’t be perfect. People will always be dissatisfied with something
Following these tips, I think everything will work out for me in terms of clients
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