Your customers are truly the heart beat of your business. Treat them well and the rest of your business will flow smoothly. Treat them otherwise, by failing to satisfy their wants and needs, and they have no problem bad-mouthing your business. And guess what, bad-mouthing your business is just the least of your problems when you deliver a poor Customer Experience to your customers, clients, members, residents or patients.

In this highly competitive world, customers have no problem jumping on the next moving business train which are your competitors, especially when you don’t give them the best of experiences, or at the very least, equally of what your competitors are offering.

I’m pretty sure no business owner wants that. So to avoid that, it is important that you understand the concept of customer experience perfectly well. Here are a few simple tips to get you started.

Get to Know Your Customers

Business isn’t only about delivering products or offering your services. It is about the experiences you provide and how you’re going about it. Even if you have the best of solutions to meet the needs and wants of your targeted customers, you still won’t be able to convince anyone to be loyal to your business if you don’t offer them a “Magical” Customer Experience.

The first step you need to take to achieve that Magical Customer Experience is by understanding the mind set of your customers. You can’t give your customers such an an awesome experience if you don’t understand what exactly appeals to them. Do you have customers who want hands on or physical not virtual communication? Do you have customers that hate long queues, automated phone systems or perhaps your customers want personal engagement?

Whatever the case may be, trying to decipher the nature of what your customers really want is absolutely a great first step in the right direction of creating a Magical Customer Experience for your customers.

Enhance the Experience You’re Offering

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Today, we live in a digital age serviced by social media. Your customers are most likely scattered on these different platforms. To enhance the experience they’re getting from you, try to interact with them on the platforms they enjoy most. Even though you may not afford to be present on all social platforms, at least become active and engaging on the most popular ones. 

Creating a profile on Twitter, Facebook, LinkedIn, Youtube, etc., will go a long way in addressing issues, complaints, worries, and solving problems as soon as customers demand it. This tip is not only essential for businesses looking to build a loyal customer base, but also for your existing already established customers.

Develop an Engaging Customer Experience Management Program

Are you controlling, tracking, monitoring and designing customer interactions at all touchpoints to meet or exceed your customer’s expectations? My coaching clients reap the many benefits when I teach them how to be engaged in evaluating their customer experience. Providing a consistent magical customer experience has increased loyalty, employee engagement, and positive word-of-mouth marketing, all of which ultimately leads to greater revenues for their businesses. Who wouldn’t want that?

When you work on developing an active Customer Experience Management program in your business, to proactively improve the Customer Experience at every step along the customer journey, you will see similar results.  Additionally, in the event that your business has been affected by this pandemic, this strategy can help you generate the necessary revenue you may need to survive during these challenging times.

Let your customers help themselves with self service

Today many customers may not want you to help them. Ideally, they might prefer to help themselves. According to a recent study, 45 percent of businesses who offer web or mobile self-service reported an increase in site traffic. Post resources, articles, and FAQs on your website and social media platforms to help customers service themselves and look for solutions to their problems. Think about it, what would you rather do- wait in line for an agent to answer your questions, or browse a forum for the answer?

These are just a few strategies to improve your existing customer experience. As many of you and other businesses begin to re-open and recover from this pandemic, there is no better time than now to try and incorporate these strategies. If you want help, contact me today for a FREE Discovery Strategy Coaching Call to get you started. I would be delighted to help you and your team achieve the same successful results. Now that would be “Magical”!