Loyalty begins and ends with customer experience.
What’s the difference between customer experience and customer service? While some may use these terms interchangeably, when it comes to delivering both, distinctions are meaningful.
Customer service is an element of customer experience – an essential one. For example, when you take your car in for a repair, first you interact with a service rep – that’s customer service. Other elements, taken individually are a fair price, problem resolution, quality work, and quick turn-around. The combination of these as a whole, and the environment in which they are delivered defines a customer’s experience. HOW they are delivered is the key to creating the experience.
5 ways of providing a memorable customer experience
In business, there are things you can control, and things that are beyond your influence. Customer experience is something you create – in other words, it’s under your control. Here’s how to craft an experience that will make your business a customer favorite.
1). Identify an ideal experience. What would a perfect customer experience be for you, if you were to patronize your business? If you take online orders, go through the ordering process on your website. If you’re in the restaurant business, visit your competition with a critical, introspective eye. It’s the same thing a filmmaker does when viewing a rough cut: you’re looking for what works, what doesn’t, and how to fix it.
Like a filmmaker, you also need to understand your audience. Who buys your product? Why? How does their experience with your company affect their life? The better you know your customers, the better you’ll be able to serve them.
2). Let your staff know. Once you’ve outlined what a perfect customer experience looks like, communicate it with your entire team so those values are reflected in each of their actions. Everyone on your staff should understand the significance of their role in providing an exceptional experience for your clients.
3). Connect with your customers. When your customers know you care, they’re more comfortable trusting your company and your products. This contributes to their overall impression of your company culture, which in turn, promotes word-of-mouth advertising and loyalty.
4). Learn to love criticism. You’ll never truly be able to gauge your performance if you don’t open your mind to what you’re doing wrong. Customer feedback is crucial to understanding where you’re failing or succeeding, and how your customers feel about doing business with your team.
Another benefit of opening the lines of communication for your client base is that it lets them know you’re listening. If possible, try to respond to customer feedback, especially when someone had a negative experience. Showing them you care, and are disappointed they were let down, is an excellent way of converting an angry patron into a loyal one.
5). Listen to your staff. Employees are often on the front lines of customer interactions, so they’re an invaluable resource. Chances are, your staff will be more than willing to let you know exactly what improvements need to be made – it makes their jobs easier, and promotes job security.
If you control the environment, you can control the customer experience
The point of all this is control. The more you control you have over each phase of a customer’s experience; the better they’re going to feel about your business.
That’s exactly why nexVortex built, owns, and operates our service delivery platform. When you know your environment inside and out you can act fast when there’s a problem, and predict when circumstances may become problematic.
If you’re considering cloud-based hosted voice services, we’d love to discuss your options with you. For more information about what makes our cloud communication services different and why we are passionate about delivering Uncommon Service, contact us today.