People will forget what you said and what you did, but they will never forget how you made them feel. That is what a good customer experience is all about.
People will forget what you said and what you did, but they will never forget how you made them feel.
Isn’t it true that Maya Angelou knows a thing or two about providing excellent customer service? Her strategy was to make clients feel good about themselves, of course.
And, as a result of the transference, they feel good about the company that served them.
Is it really a big secret? Maybe not, but we’re always surprised at how few businesses use the secret.
Here are some ideas to get you started:
1. Establish an emotional bond with your customers.
You’ve probably heard the expression “it’s not what you say; it’s how you say it.”
The best customer experiences occur when a member of your team establishes an emotional connection with a customer.
Customers become loyal because they are emotionally attached to a product or service and remember how they feel when they use it.
2. Always keep your promises.
Do what you claim you’ll do. If life gets in the way, as it often does, communicate openly about the situation so that you can make the necessary arrangements.
Customers must have faith that you will follow through on your promises.
3. Recognize your target market.
Segmenting your clients and creating personas is one approach to do this. Make an effort to give each character a name and a personality.
Mary, for example, is 35 years old, enjoys technology, and is capable of following a video course on her own, whereas Josh, 42, requires the ability to follow precise written directions.
Your customer service personnel will be able to recognize and understand their customers better if they create personas. It’s also a crucial step toward becoming truly customer-focused.
4. Pay attention to your customers.
In reality, any brand should provide their customers with a seat at the table to share their ideas, as well as a reward for participating and collaborating—even if that reward is simply public recognition for their contribution to the process. Take your time listening to them.
5. Design a customer-centered process.
Do you recall the suggestion box? Previously, that box was the only “space” that businesses provided for employee and customer input. People are eager to tell you what they think of your brand, both good and bad. It’s simple enough to give them a place to work on it.
6. Go above and beyond.
Take pleasure in your work. Make providing value to customers your top priority. When possible, try to overdeliver. Customers will get their money’s worth – and possibly even more.
Competitors can copy your product or service. Thus, the interaction, not the transaction, provides value to the client. Make emotional connection a distinction for your company. Make it clear that you are concerned.- Bill Quiseng.