How’s your Customer’s Experience?
Ah, the customer experience. When you are the customer, it’s very easy to describe your experience with a business – what you liked, what you didn’t like, what you wish they did differently or did more of – the list goes on. However, as a business owner or employee – trying to figure out your customer’s experience – and making sure it’s a good one – can be really hard.
Let’s first define what “Customer Experience” actually means – it’s the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. It results in their view of your brand and impacts factors related to your bottom-line including revenue.
The two primary touchpoints that create the customer experience are people and products/services. Positive customer experiences are crucial to the success of a business – not only do you get loyal customers, but they can also refer you more business! There is no better marketing than a customer who is willing to promote your business for you via word of mouth and is a brand advocate.
Creating an excellent customer experience is something that you should obsess over.
When it comes to purchasing products and services, it’s not the business owner who has the power, it’s the buyer. Why? Because customers not only have the internet at their fingertips to research anything and everything, but they have options – usually both locally and online when it comes to purchasing products or services.
It’s not about getting just ONE sale from a customer, it’s about creating sticky customers – repeat buyers. If you want customers to continue doing business with you, then you need to provide a remarkable experience and make them WANT to continue doing business with you.
How to you measure your customer experience?
- Send surveys – Use customer satisfaction surveys on a regular basis, and at meaningful times through the customer journey – to get insights into your customers’ experiences with your brand, people, and product/service. This is where that Net Promoter Score comes in handy! Analyzing NPS from multiple touchpoints across the customer journey will tell you what you need to improve and where you’re providing an excellent experience already while showing customers you’re listening to them and care about what they have to say.
- Look at customer trends – Look at your churn rate. How often and how many one and done customers do you have – and why? You need to understand if your rate of churn is increasing or decreasing and why so you can prevent it from continuing. Is it a faulty product, is your time to perform service to long, is it a bad employee experience, did they move, etc.
- Look at your FAQs and support tickets/returns. If you are constantly being asked the same questions from customers, be proactive, and put more information on your website or in your brick and mortar to make their experience better. Are you getting a lot of return requests or service issues about certain products/services? You need to analyze all this information and distill how you can make a streamlined and enjoyable experience for customers.
Want to make a great customer experience? Make a customer journey map, create buyer personas, establish a positive connection with customers, ask for and act on feedback, create helpful content, and build a community.
