When it comes to client retention and loyalty, customer service isn't the only thing that matters. It is also important to cultivate an experience for customers. This encompasses how above and beyond you go in creating an exceptional customer journey. The following tips and tricks can help you craft a customer experience strategy that can make your company a standout in your industry.
1. Set the guiding principles of your company as part of your customer experience strategy.
In order to begin refining your customer experience, determine what exact experience you're trying to capture. You can start by establishing your company's guiding principles.
Let's say one of your principles is family values. One way to turn this into a touchpoint—and a part of your customer experience strategy—is by sending your customers handwritten notes on their birthdays. This can make it clear that you value them as individuals and treat them like family, thereby improving their experience with your company.
2. Understand your customer demographics.
One way to truly customize your customer experience strategy is by paying attention to customer demographics.
Try to find the common characteristics between your core clients, spanning from age to education to ethnicity. This can help you to understand their personal experiences and any challenges they might be facing that you could assist them with.
3. Categorize customers by preference.
In addition to knowing your clients' demographics, it may be useful to catalog their preferences. Let's say for argument's sake you own a phone company. Knowing what customers are high-level users, occasional users or low-level users could help you offer them a more targeted experience.
For the high-level users, you can suggest a plan that includes games, specialized ringtones and higher data. A more straightforward plan that provides the essentials may be more appealing to low-level users. Knowing what your customers want can work for your customer experience strategy by allowing you to personalize your product or service to be optimal for them.
4. Spark a connection with your customers.
Whether it's on social media, on the phone or in person, try to go above and beyond in maintaining a personal connection with your clients. Behind the screens, you are both people. It's important to let your clients know that you have a personal stake in their satisfaction.
You can do this by directly responding to mentions of your company on social media or reaching out to specific clients for their feedback. Reminding them that they are important to you and your company as individuals can help increase customer loyalty.
5. Limit your use of technology.
While it can be tempting to utilize every technology and platform available to you, sometimes less really is more.
Incorporating unnecessary technology into the customer experience may actually complicate it and may turn off your customers. Instead, once you determine what customer experience you are hoping to create, consider identifying the tools that can help you achieve that. This can help you avoid having your customers leave feeling confused and overwhelmed.
6. Be attentive to customer experience.
Being attentive can show your clients that their individual experience with your company matters. By listening to their feedback and by collecting data, you can track what each customer likes and doesn't. Some restaurants keep records on each customer to catalog their allergies, dietary restrictions and preferences. Regulars then find themselves arriving at the restaurant and receiving personalized treatment.
7. Make recognition a part of your customer experience strategy.
There is no better feeling than walking into your favorite restaurant or store and having people know your name. You may want to try to create this experience with every one of your customers by finding genuine ways to recognize them. When clients walk into your office, make sure the receptionist knows to greet them by name. Feeling valued can be a powerful tool for customer loyalty.
As groundbreaking as your product or service may be, what really helps make businesses exceptional is a quality customer experience. This can be important to long-term customer loyalty. By implementing these tips into your customer experience strategy, you could be helping your company secure those loyal customers.
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