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3 Ways to boost Customer Experience

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by ConsultaPanel Team, 24 May 2016


Make customers smile




In the ever-changing landscape of business there are companies who tower above all and cast a dark shadow on smaller companies. Don’t fret, this is not the end for small companies, because even in the darkest shadows a bright light can stand out. To cast this bright light you need to be better than the towering companies. We’ve put together a small collection of things you could do to improve your customer’s experience and ultimately let your light shine brighter than ever before.

 

1 | Let customers get to know you

Allowing customers to get to know you gives them confidence in interacting with your service or brand. This is especially important if you’re a start-up company without an office. The “face” of the business can further improve the relationship and trustworthiness by interacting with the clients and carrying through the personality of the company. Always make sure that customers can find answers to basic questions on one of your communication channels. Being able to find the information themselves builds better confidence in the product/service and allows you to spend less time on customer queries. 67% of consumers use web self-service knowledge to find answers to their questions (Source: Forrester).

 

2 | Listen!

Although it sounds silly, your customers are an incredible source of information. They are the people who want to buy your product/service and they are the force that determines the outcome of your company. Their opinions matter to them and reacting on those opinions shows that you care about your customers. Within the community of people that use your product/service they see that changes are being made that were suggested by users. This builds trust and affection towards the company.

3 | React!

This slots in with listening, because you can gather data on the changes most customers want to see. Reacting on their queries and concerns builds trust and with that trust they will be more open and honest about their needs. Now this is a double edged sword, because they believe their changes will come into fruition, but as businesses know it’s not always viable to change. Their trust needs to be managed. React in a way that explains the limitations of the request or concern, this will allow you to manage the customer.



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