Customers usually stick with businesses that value them and treat them well. According to a global PwC survey , almost 60% of customers would discontinue using a brand if they had bad experiences. So, it’s not surprising that commercial actions are motivated by a fundamental desire for respect.
Even if you cannot offer a quick fix, you can address customer queries and promptly return phone calls and email messages. That is a positive client experience and the foundation of any successful business. So regardless of your business size, investing in customer experience is essential and here’s how you can do it.
Deliver excellent customer service
Identifying different customer touchpoints within your company is one of the first stages in improving the experience. The next step is to evaluate each potential customer interaction with your company while they purchase and find methods to make each one better. Then, take care of the tiny things. Every action is an important contributor to improving the overall customer experience .
Communicate with your audience in mind
When someone you’ve met before recalls your name at a subsequent encounter it shows that they care about you and that gives you a sense of worth. Go beyond simple customizations if you want to leave a lasting impact on your customers. Consider personalized thank you cards for adding a personal touch.
Develop empathy among your team members
Even though most people are naturally empathetic, it is not always easy to show empathy towards colleagues and customers. It is important that customers feel that your interest or concern is genuine, and the simplest way to demonstrate this is by making listening to them a priority. Empathy is the ability to put yourself in someone else’s situation, acknowledge their feedback, and try to assist them.
A great customer experience and great employee experience are closely connected. Companies with highly engaged employees have 81% higher customer satisfaction, experience less staff turnover, and gain a competitive edge according to a Forrester report.
Customer success metrics
Measure the lifetime value of a customer, churn rate, return business rates, and customer loyalty rates to determine the effectiveness of your activities. FedEx has tips on how you can measure customer satisfaction through a survey.
Although it might be time-consuming to develop, it is essential to have a refined customer experience. To learn more about small business solutions that can help you grow your business and improve your customer experience, visit fedex.com.
- Customer lifetime value is the total amount of money a customer is expected to spend with your business, or on your products, during the lifetime of an average business relationship.
- Churn rate, sometimes known as attrition rate, is the rate at which customers stop doing business with a company over a given period.
- To calculate the Repeat Customer Rate, simply divide the number of return customers by the total number of customers and multiply by 100 to convert to a percentage.
- To measure your loyal customer rate, take the number of customers who’ve purchased more than four times in a year and divide it by the number of unique customers in the same period.