10 ways to improve customer experience
- Be personal – use the customer’s name during any conversation.
- Follow-up – give the customer a call to ask how the last order was.
- Ask for Testimonials – asking for customer testimonials makes the customer feel special; posting them on our website shows others how well you’re perceived.
- Be in charge – Listen to your customer but lead, don’t follow – make suggestions, offer advice – most importantly though you set the delivery date.
- Manage expectations – if you say it will be there by 9am Wednesday then make sure it is – better still get it there on Tuesday.
- ‘Sort it!’ – if a problem arises – sort it! Often the error will be from the customer but in the long run it will benefit you if you sort it. Do it quickly, quietly and effectively.
- Do a customer survey – customers like being asked their opinion – but keep the survey short (6-8 questions; 2 minute completion) and feedback key results with a ‘thank you’.
- Communicate – keep customers informed be it about the progress of their job or a new product/service or by way of a catalogue or simply an awareness card or email.
- it reminds me of that saying
“Anymore is a married woman’s favourite word”
- you don’t say you love me – anymore
- you don’t buy me flowers – anymore
- we don’t go for romantic meals – anymore
- Promote your awards/affiliations
- customers want to work with good suppliers
- if you are a member of a trade body – display the logo on your material
- if you have won an award – notate this on communication material
- Build a relationship – ultimately people buy from people and people buy more from people they like.