As a small business owner, you need to ensure that your internal teams are going above and beyond for your customers. An outstanding customer experience can have several benefits for your organization and can lead to increased sales and enhanced brand loyalty amongst your current and potential customers. Austin SCORE’s mentors are here to help you learn how to create a great customer experience.
An excellent tool for keeping customers happy is a Customer Relationship Management (CRM) software system. These systems can be used to review your customers’ purchase histories and predict a customer’s future needs. You could also provide product information that is related to their previous purchases to add value to current sales. A good CRM system can help you understand who your customers are, and with accurate demographic information about your customers, you can then create specific, targeted advertising and email marketing efforts.
One of the most important aspects of creating a great customer experience is to document customer feedback. Think about the customer experience as if you were in their shoes. As customer issues come to light, be sure to fix the problems promptly and effectively. Make small improvements that can have a big impact.
You will also want to build a quality assurance process so that the experiences you are providing are consistent and specifically address the customers’ needs. Be proactive and follow-up on feedback from not only your customers, but from your customer service team, as well. They are the voice of your company and will engage your customers in high-quality, service-oriented relationships.
You do not want your customers to switch brands because of a poor customer experience. You also do not want to start seeing negative reviews of your business online. Many people take these reviews seriously, which can be detrimental to your brand and your overall revenue. Keep it positive!
Customer experience and customer service should be high on your list of what is important to your business and you should focus your efforts on creating a great customer experience for every customer. In addition to documenting customer feedback, you should survey your customers on a regular basis to make business decisions about what your customers like and do not like about your products, services, or company overall. Nurture and maintain your positive customer relationships, address the issues, document the interactions, and the results will speak for themselves.
How to Create a Great Customer Experience
Location: Lockhart Chamber of Commerce
702 S. Commerce St.
Lockhart, TX, 78644
Date & Time: Thursday, February 21, 2019, 11:00am CST
Consumers crave and expect exceptional experiences when choosing where to spend their money. In this presentation, we will review some case studies and explore how you can create a great customer journey for your small business.