With the holidays in full gear, most of us spend time shopping. Whether online or in-person, this is the busiest time of the year to shop - and it can be one of the most frustrating. Emotions can run high, especially when we don’t have the best experience. Stores are crowded, lines are long and the department is understaffed. Online, the website keeps refreshing and the sale you found disappears. What we wanted to buy is out of stock online but it is in the store. Or a product may be available at the store but not online.
A bad experience can be so frustrating. You leave the store, site or app grumbling and move on to your next task.
On the other hand, your shopping spree could be very different. You try a new store and have an amazing experience. The friendly salesperson is able to find exactly what you need - in the right size and color. The store didn’t have one of the items you needed but another location did. The clerk offers to have it shipped to you at no charge. Online, you are offered a discount and free shipping. Score! You feel so good about this new store that you make a mental note to come back again.
Which of these is the kind of experience you’d like to have?
When a customer has a positive experience with your company, it increases the likelihood that they’ll do business with you again. They’re also more likely to talk about their positive experience with others. Customers of service-based companies expect a quality experience, making it even more important that service firms create and provide consistent, quality, positive experiences for their customers.
Take a moment and think about the touch points your customer has every time they interact with your company. Some considerations:
Are the phones answered promptly and in an upbeat tone? By all team members, not just the outside line.
Are emails consistently responded to within minutes, hours, days or longer?
When a client has a question, can everyone on your team can answer or make the decision? Or does your customer have to wait for the answer?
Are prospects able to find information about your company and services on your website, social media, by calling or visiting? Or do they have to go through each of these channels to find the information they need?
If you offer multiple services and have specialists in each area, are they familiar with the services offered in other areas of your company? Are they able to talk about other services to your customers and seamlessly get them connected or signed up for an appointment?
If you have multiple locations, is the level of customer service consistent? Is it the kind of service you would love to receive?
Do you give your clients the extras that they want to experience?
Do your customers leave your office, meetings or website smiling, looking forward to their next interaction with you?
These are just a few examples of where you can provide a good customer experience. What others can you add? How can you bring them to life?
This is a wonderful time of year to look at the amazing service that you receive. When you have that wonderful experience, ask yourself if your company offers this level of service. If not, how can you improve what you’re doing to keep people coming back and looking forward to it?
Need help figuring out how to give your customers the best experience when they interact with your company? The ClearPath Agility Solution team can help you assess your current customer experience and refine it to add the most impact for your customers. Schedule a free assessment and see how ClearPath Agility can help your business. Or sign up our Customer-Focused Workshop to get a clear path to creating this experience on your own.