Sometimes the businesses that are seeing the most success are the ones that have taken the bulk of their resources and put them into customer focus.
While a restaurant could serve the most mouth-watering, delicious food, people aren’t going to keep showing up if the staff is rude or inattentive during their visit.
A store may be located in the best area, offer great products, and have great prices, but if the customer feels unwelcome, rushed during the process, or can never get a staff member to help with a question or concern, that person is likely to look somewhere else to get similar products.
Customers are in control of your success which means that you need to put your time, energy, and focus on the customer’s needs and wants. Take a look at why businesses with the best customer focus are winning over those that don’t place enough emphasis on customer happiness.
One thing to keep in mind: You can rant and rave about how great your product or service is, how well you are doing as a business, and how many years of experience you have, but your customers won’t just trust you. Customers will trust other customers. Customers want to hear about the good and the bad from other customers before them.
If many people claim to have the best service ever, to feel appreciated and important during their visit, and to feel remembered after their visit, new customers are going to be eager to get in on the action. Likewise, if everyone claims that a company is known for being forgetful, unenthusiastic, or even rude, potential customers may decide to work with someone else.
Your customers aren’t sharing their experience with a few friends anymore–they are sharing their opinion with their social media followers, which means dozens to hundreds of people that hear about it.
In fact, it’s believed that up to 90% of customers are influenced by online reviews. People will take the time to complain or brag about an experience they had with a company if it was significant enough. Unfortunately for companies, customers are more likely to post when they had a bad experience than a positive experience. Make sure to ask for reviews to encourage customers who have had great experiences to share that.
While you can’t stop people from posting reviews and you can’t force people to brag about you, the least you can do is help to shape their view of you in case they mention you.
People won’t always remember the details of an interaction but they will remember how they felt. Keep in mind that customer experiences should include effort, success, and emotion.
Ask yourself if your customer accomplished the goal they had in mind when they arrived to your business.
The first part of your interaction with customer is to make sure that they were able to accomplish what they stopped by your business to do, whether that’s getting information about your product, purchasing a product, or returning a product.
Make sure your customer has a quick and efficient way to complete the goal, with online customer service opportunities, self-service kiosks, or plenty of staff to help your customers get in and out of the store without feeling delayed.
Make sure your customers felt that there was little effort needed to get the task done. Would your customer feel that their experience was stressful, long, and tedious? Make sure your customer leaves feeling like “that was easy” or “what an efficient process that was.”
Consistency across your customer solutions will show that you’ve put the time and effort into expediting all processes for your customer in advance.
Make sure your customers always leave feeling positive, because frustration and uncertainty will ruin a customer experience.
Keep your customer informed, make processes more efficient, and make sure your staff is delivering positive, friendly, and helpful solutions during any interaction with a customer.
Lastly, you can be more customer-focused by always getting feedback from your customer on their view of the experience. It will allow you to improve how your processes work, fix a customer’s poor perception before the customer leaves your store, and show that customer feedback means so much to you.
Learn from your customers, improve for your customers, and do whatever it takes to make sure your customers want to tell their friends how great you made them feel.
Publish Date: April 14, 2016 5:00 AM
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