Getting Customers to talk about your Company

The quality of experience customers get when they interact with your business is progressively becoming an important differentiator; thus if the experience of your clients is below par, so will your sales.

Positive customer experiences can be consistently attained and managed across several channels. You must provide your customers with unique experiences. To succeed at this, you must clearly define its meaning to enable all your employees to understand in what ways they can provide the experience you desire for your consumers.

As regards how you approach customer service and the kind of experiences you create for clients especially, there is always room for improvement. The needs of your clients are constantly evolving so your manner of delivering excellent service should as well. Complacency and failing to recognize that you must continually evolve your customer service approach will result in you losing clients to your competitors that are keen on changing.

The following are seven tips to constantly improve your level of client experience:

1. Emotionally connect with your customers.

Though the transactional needs of your customers are vital, one approach that will aid you in creating a better-customized experience and build your relationship with them is concentrating on their emotional needs. It also helps you serve them better.

2. Provide a scalable experience.

You never can tell the way or at what time a customer might connect. Hence, you must create an experience that is scalable and flexible across your organization. Irrespective of the channels through which they get in touch with your business, be it via your website or physically, ensure that the experience is consistent.

3. Provide a conducive environment to enable your employees to deliver excellent service.

Most often, policies and rules obstruct the delivery of customer experiences that are memorable, and they are also capable of restraining the ability of your employees to solve problems and deliver effective service. Your rules and regulations must be reviewed regularly to ensure they aren't hindering the ability of your company to fulfill the needs of customers.

4. Get the buy-in of your frontline team members.

Your frontline employees are the ones who interact with your clients regularly, so if you don't have their buy-in, the experience of consumers will fall short. Inability to offer a wonderful experience might also be an indication that there are problems with your in-house processes or awareness of the needs of your customers. Work together with your staff, make necessary training available and get feedback from them to keep them involved and keen on providing excellent service.

5. Be consistent.

Your customers expect service that is consistent, irrespective of what way or whom they communicate with from your organization. Thus, getting every level of your organization involved is very important. Put in place an internal feedback and review process to make sure that every member of your team knows what is expected of them.

6. Never make assumptions.

Ensure you don’t assume things concerning your customers. Ask questions if there’s anything you’re not too sure of. Never be scared of being direct. Find out how your business can serve them better as well as anything they'd like you to change.

7. Test, measure and refine.

Change is constant. The expectations of your clients will evolve in due course and so will your relationship with them. Testing, measuring and improving your consumer service value consistently is very important. Ensure you've got the necessary tools ready to assess the effectiveness and strength of the experiences being provided to customers.
Constantly altering and refining your client experience will help you know their desires better, connect on an emotional level and also build a profound relationship ultimately.

Source: Atton Institute - Courses in Dubai, UAE