29 Sep Your business wins when you take customer experience seriously
Your customers determine the future of your business.
Make a mistake, fail to treat a customer well, miss a delivery or deadline, deal with a problem badly and your business is at risk.
In this social media world, customers are quick to let everyone know how badly you have treated them and this ripple effect can have a catastrophic effect on your business.
But the opposite is also true, treat a customer well, deliver quickly, provide a great product or service, do something unexpectedly brilliant and the social media world will only hear positive things, positive things about your business.
The experience that your customer has with your business is vital to its future, so ask yourself this question:
“If I were a customer of my business, what do I think my experience should be?”
Be honest in answering this question – you’re only kidding yourself if you don’t!
And here is the next question:
“When was the last time you and your team thought about the experience your customer has with your business and took time to review their experience of your business, products or services?”
Today’s customers want more than just competitive prices, fast delivery and regular emails for the products or services they buy from you. They want a rewarding experience and if they don’t get it from you, they will get it from your competition.
If your industry is especially competitive, delivering a great experience can mean the difference between gaining or losing a strong and loyal customer.
Delivering a great customer experience can mean the difference between business success and business failure.