Your customers likely demand a lot from you, and rightly so. If you cannot meet their needs and positively impact their pain points, they may consider parting ways to work with a competitor. While you are expected to deliver the products and services your customers need, you should also always be looking for ways to improve the customer experience.
How can you make it easier for clients to get information? What are some ways you can exceed customer expectations? Customers and clients today often expect more than what they signed up for on their contract.
Everyone can do a few things to enhance every client interaction. Here are a few examples.
Always try to demonstrate empathy and gratitude.
Be generous in thanking your customers and clients for everything, from their patience if they had to wait for a deliverable or a response to feedback, they left. You can also be empathetic by apologizing when clients have an issue or complaint. Treat customers as you want to be treated as a customer. Always aim to be upbeat and gracious.
Always follow up.
Never leave your customers or clients waiting for information. If you cannot provide an answer right away, give them an expectation of a reasonable time frame on when they can expect a resolution. Be sure to respond every time a customer or client reaches out to you, whether they sent an email, a social media comment, or a text.
Be transparent and communicative.
Business leaders and customer-facing team members should always exercise transparency when communicating with customers and clients. This is especially important if you have made a mistake. Communicate how the issue happened, how you will correct the issue, and how it will not happen again. If it could happen again, be upfront about it so everyone can prepare.
Always request (and act on) client feedback.
Repeatedly asking for customer and client feedback, you can identify potential problems that may lead your customers and clients to leave. Surveys are an excellent way to allow your clients to voice their thoughts on your products or service in a way that makes them feel valued.
Always attempt to double down on the delight.
While you can always send a custom gift or a discount, you can also add delight by simple actions such as sending a thank-you letter or giving a shout-out on social media. These actions go a long way toward building goodwill, emotional connections, and relationships.
Go where your clients are.
If a client sends an email, you should never respond back with a number for them to call. You can make their experience much smoother and more enjoyable by meeting them where they are. Business leaders should always strive to respond to customers on the same platform they originally used.
Finally, be authentic.
In other words, talk like a human. Your customers and clients do not want to hear scripted corporate-speak. However, you should always remain professional. While you do not need to be formal, you should stay mindful of your language.
Remember that the customer experience does not end with the sale. To improve every client interaction, you must look for ways to make their experience better. You can start the process by following the seven tips above. And this will help you thrive.