Article by DPT Solutions
It’s 2018 and customer experience is king. It determines how customers and clients talk about your business and what price they’re willing to pay for your products and services. For better or worse, it will set you apart from the competition.
If your business doesn’t have a strategy for this area yet, don’t worry. You’re not alone, but you can bet that your competitors are putting one together while you read this.
You still have time to turn things around, so let’s jump in.
Get with the times.
Great customer service isn’t going to cut it anymore. Yes, it’s incredibly important but the broader customer experience is what is going to keep your customers loyal and excited about your services. According to a Walker study, customer experience will be the key differentiator between businesses by 2020. It’s going to be more important than price and product, and that’s a big opportunity for your business to stand out in your field. Don’t let a lackluster customer experience keep your business from shining.
Cultivate your reviews.
Satisfied customers are the biggest asset your company has, but only 8% of them think they’re receiving a great customer experience. Compare that to the low level of investment most companies put towards customer experience and the picture becomes clearer. Over and over, consumers have told researchers that a good customer experience is important to them. Make it a priority!
Not only will they leave good reviews about your products or give you glowing testimonial quotes to use in your marketing literature, they also tell other people about you. That is, they share their experiences with friends, family, and colleagues–especially if the experience was bad. More than ever, it’s your company’s job to make sure the conversations they have are positive ones.
More bang for your buck.
According to research by American Express, 60% of customers are willing to pay more for better experiences. Yes, you read that correctly, and the good news is that taking advantage of this is relatively simple. It begins with understanding who your customers are, what they want, and how your business can provide them with the value they’re looking for.
If you develop a strong relationship, it’s easy to see why customers would pay more for conveniences like straight-forward support, bonus materials, and a website chock full of tips and tricks. Investing in your customers grows your sales pipeline and it increases the number of successful sales.
That’s something worth pursuing, don’t you think?
Everyone can remember when they had a bad customer experience. Don’t let your company be lumped in with the group of companies responsible for that. Get ahead of the curve with a great customer experience strategy.
Need help developing your strategy? Sign up for an upcoming seminar on April 24, A Business Path to Harmonizing Customer Experiences at dptsolutions.com/events.
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