For many businesses – in a wide range of industries – the customer experience is a prime focus for the future. Without cultivating an enjoyable customer experience, a business cannot encourage loyalty or maximize lifetime value. Most importantly, if you don’t create an enjoyable customer experience, you’ll miss out on sales.
Customer involvement is increasing, and the customer experience profoundly impacts their willingness to be loyal. Moreover, customers will pay more for a better experience – and, customers will jump ship in response to a bad experience.
It’s no wonder that as many as 50% of businesses have made the customer experience a priority for future growth.
Here are 6 action items you can take up – right now – to start making your customer experience the best it can be.
1. Put your employees first (tap into their ideas and make them feel valued!)
For many organizations, their employees are on the front lines. These are the people that interact with your customers on a daily basis. Make them feel valued, put them first, and learn from them.
Ask them about their experiences with your customers. How did customers receive them? Did customers air common grievances, or express interest in seeing a change of operations?
Find out what they’ve learned about your customer experience, and then put those changes into action.
2. Offer multiple channels for customer communication and service
Modern problems require modern solutions, and not all communication is face-to-face or written anymore. People – your customers – live busy, on-the-go lifestyles.
Offer multiple channels for customer communication, feedback, and support. Provide face-to-face, individualized service as necessary for the organization, but implement call, text, or even digital support.
The more ways your customers can reach you, the better for your business.
3. Implement a loyalty program
Loyalty programs are the way of the future, and both customers and businesses win. Businesses get to gain valuable insight about customer purchasing decisions and trends, and customers are on the winning end of the bargain as well, because rewards programs make them feel involved, valued, and can often save them money on future purchases.
4. Tug at their heartstrings (in your promotional materials)
A brand is really nothing more than a distillation of an experience. In your branding – that is, through your logo, font, web design, text and video ads, and other promotional materials – don’t make it about the product or service.
Make it about the experience. What fundamental problem does your product or service solve? Market that – that is what cannot be replaced.
5. Use branded, professional name badges
Another great way to improve the customer experience is with the use of branded, professional name tags. Offering high-quality name tags to your employees improves the professional layout of the uniform and humanizes them. This is something that both your employees and customers can feel.
As the first point of contact with your customers, your employees, both in how they look and act, are an extension of your customer service and your brand as a whole.
We recommend Imprint Plus (imprintplus.com) for professional name badges because they offer a wide range of reusable name badges (plastic and metal name badges) in a variety of sizes, configurations, and custom shapes. Many of their name tags and badges can be fully customized with company logos, brand colors, names, titles, accessories like badge talkers, and so much more.
High-quality professional name badges will improve your customer experience by personalizing the interaction and encouraging communication.
6. Solicit feedback from your customers
Finally, and this cannot be stressed enough, solicit feedback from your customers. Coach your employees to ask for feedback, offer anonymous comment boxes, or send out online surveys associated with your reward programs. Interact with them on social media and ask how you could be better.
When your customers talk, listen – and then make your company better. They’ve just told you how to do it!
Bring Your Customer Experience to the Next Level in 2022!
There’s no time like the present to start making meaningful changes for your organization. Take these suggestions to heart and start improving your customer experience. Loyalty and growth will follow.
Don’t be afraid of starting small – even if all you can implement in the next six months is a fleet of professional name badges and develop a short customer survey, every little bit counts.