What each and every customer-centric business strives to achieve, is to create the perfect customer experience and making it last.
Focus your strategy on making the whole experience as convenient and approachable as you possibly can for the customer – if you manage to create such an environment, other aspects follow suit.
Create a great starting point for your business by following these simple steps:
The power of feedback
To be customer-centric you need to keep customer relationships up to date, engaging in proper conversations and gathering feedback through multiple channels is crucial.
One way to do this is through conducting ongoing customer surveys on a weekly basis, especially to newly acquired customers
Conduct customer surveys on a weekly basis, but don’t limit those to product or service information. Gather opinions on the ease of use your website, web-chat performance, load times etc.
Simply ask your customers what could be improved and what additional features would they like to use.
Separate the data into key groups, gather the most frequent requests from each and implement them over the course of three to six months – don’t forget to notify the customers about new features and interface or usability changes.
Constant feedback, gives you the insight to create a smooth customer experience.
Rate your “stuff”
Rating your own products is in your best interest, it shows you value your customers time and money as well instills confidence in your expertise.
The most commonly used practise when rating products, is to base them according to customer purchase and return history.
Unfortunately, it’s not that easy for consumables and various merchandise which can change its quality over a period of time. You need to notify the customer, that a particular product is ranked as a four out of five condition.
This gives your customer the option of choosing the best product quality there is, or going with the “Most bang for your buck” approach.
Quality of your products or services matters the most – nurture it with extreme care.
Measure customer engagement
The more data you can gather the better. Create a profile for each and every customer, remember to include their purchase and return history, log what products they were browsing, what is on their wish list etc. – be creative.
Also, take a closer look and see if the particular user is mostly going for high-end products, or goes for the budget option, examine brands – does he favour one?
You can always improve the way information and product rating are displayed, the possibilities of creating an engaging environment for your customers are endless – get to it!
Personalise the experience for each individual, and engage them each time they visit your web-page.
Pay attention to shifts in trends and pricing
The current economic “climate” has effected most industries, but for every negative try to find a small positive.
Selling less high end products is not a bad thing, most customers will shift their focus to brands which deliver similar quality for less cost. If you notice these trends fast enough, you will exceed at selling more budget products than your potential competitors.
This is why measuring online engagement and customer feedback is crucial when creating an adaptable business strategy.
The above steps are all you need in order to create a great and lasting customer experience – get to it!