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The success of your business is dependent on your customers. If you’re going to get your sales numbers up, you have to give them products and services they will be pleased with. A big part of this is guaranteeing a pleasant customer experience with your offerings. This isn’t just about providing quality packages. It’s also about the way you engage with them and attend to their concerns.
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If you deliver a great customer experience for your target audience, it’ll make your customers stick with you, and generate a lot of positive word-of-mouth that’ll bring more buyers in. Here, we share five ways you can improve your business’ customer experience.

Utilize Multiple Channels

Set up as many channels of communication with your customers as you can. Have dedicated customer care phone lines, and assign specific persons to handle calls coming in on them. Do the same with email; messages going into your inbox should be attended to promptly, and enquiries should be responded to as soon as possible. There’s a place for social media. The more active your business is on social networking sites, the greater the visibility it’ll get on those platforms. Both prospective and existing customers are likely to engage with you via this means, so be sure that you’re alert to activity on your pages. Whatever channels you’re using, be professional and empathetic in your interactions with customers. Present as one who’s eager to help, and provide all the resources they need to make the most of your products and services.

Get Your Customer-Facing Teams Onboard

You might have a grand picture of what you’d like the customer experience to look like. But if your customer-facing teams aren’t latching on to your vision, it won’t come alive. Make your team aware of your plans to improve your service to customers. Let them know why this is happening, and how they can play a role in realizing it. Perhaps they need to be trained to render the sort of service you expect of them. Where this is the case, ensure that they obtain the skills and knowledge they require to be effective at their duty posts.

Take Customer Feedback Seriously

Offering products without reviewing customer feedback is like sailing on the ocean without navigational instruments. Chances are, you’ll lose your sense of direction, and fail to reach your intended destination.
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When you work with customer feedback, you’ll know what they appreciate about your products and services, and what they would like to see improved. The information they share should help you design your offerings to meet their needs better. Ultimately, it’ll help improve their experience of your brand.

Utilize Customer Loyalty Programs

You could organize customer loyalty programs to reward customers who have spent more time and money on your products and services. This is a way of recognizing them for engaging with your business and encouraging them to stick with you. This program could be set up to run in one of a number of ways. You may use a point-based system that assigns redeemable points to customers who purchase certain quantities of items; or a tier system that rewards loyalty based on buyer levels.

Introduce Self-Service

It’s great if you have a functioning customer care line with people waiting to take calls from the public. But many people will prefer to find the answers they are looking for on their own. Here’s where self-service could work wonders for you. You may provide self-service in the form of comprehensive Q&A segments on your website, downloadable resources, or a mobile app that allows customers to find help for their specific concerns. Final Words The quality of customer experience you provide will determine how much your business can satisfy your customers and keep them coming back. Get it right, and you’ll build an organization that’s a magnet for loyal customers.   Featured Image Source: Freepik
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This article was first published on 21st December 2020


Ikenna Nwachukwu holds a bachelor's degree in Economics from the University of Nigeria, Nsukka. He loves to look at the world through multiple lenses- economic, political, religious and philosophical- and to write about what he observes in a witty, yet reflective style.

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One thought on “How to Improve Customer Experience”

  • This is the right blog for anyone who wants to find out about this topic. You realize so much its almost hard to argue with you (not that I actually would want…HaHa). You definitely put a new spin on a topic thats been written about for years. Great stuff, just great!

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