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10 ways to improve Customer Experience

10 ways to improve Customer Experience

Categorised in: Ask Nigel    Posted: April 29, 2015

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.

About the author Nigel Toplis

Nigel Toplis is the Managing Director of The Bardon Group. Nigel sees his key role as providing the vision and direction for each of the businesses, developing new income streams - across the board, recruiting customer focused and passionate Franchise Owners and providing business and management support to my Franchise Owners.

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