The way people buy products and services has changed. In recent years, customer experience has become more important. While many consumers still consider value and quality essential, they’re also looking to connect with businesses that provide an exceptional customer experience. If you run a business, and you’re keen to impress, here are some steps to help you provide a better experience for clients and shoppers.
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Customer service and support
Customer service and support are integral components of customer experience. The service you receive as a client has a major bearing on how you perceive a brand and whether you would choose a business again or recommend it to others. Poor service and a lack of access to support options can put customers off, regardless of the quality or price of the product. Aim for high standards of customer service. Provide employee training, use customer feedback to address issues and make improvements, and make sure customers can contact you. If you have a website, it’s an excellent idea to offer live chat to make your business accessible around the clock. If you run a store, make sure customers receive a warm welcome and ensure assistants are on hand to offer advice, answer questions and take payments and orders. Over 95% of customers say customer service influences whether or not they are loyal to a brand.
Ambiance
If you run a business, such as a clothing or beauty store, a bar or restaurant, or a spa, for example, getting the ambiance right can have a significant impact on the feel of the space. Add ambiance with lighting, music and scents. Match the ambiance to the identity of the brand, the types of products and services you sell and the target customer. Look into services that specialize in streaming music for businesses and consider the environment. Use lighting, music and aromas to set your brand apart, enhance customer experience and encourage visitors, diners or shoppers to buy, recommend your business or become return customers.
Convenience
Convenience is appealing for customers in an age where many people have hectic schedules. Whether you connect with clients online or welcome customers to a physical store or venue, providing a quick, easy and efficient service is beneficial. If you sell products online, make sure your website is mobile-friendly and easy to navigate and provide a simple, hassle-free checkout process. Make it easy to locate products and useful information about delivery and returns. If you own a store, consider options like offering online ordering, click and collect and self-checkout.
Unique features
It’s beneficial to make your business stand out. Offering unique services or adding different features to your website or store can improve customer experience and set your brand apart. Consider examples like personalizing products, offering in-store extras and perks like personal shopping or making the experience different by using interactive displays or demonstrations. You can elevate your website by adding bespoke recommendations, offering access to exclusive loyalty rewards or adding features like AR.
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Customer experience is more important than ever. As a business owner, it’s beneficial to go above and beyond to provide a positive experience for your clients. Invest time and effort in customer service and support, add ambiance in physical stores, prioritize convenience and efficiency and make the experience stand out by adding unique features or services.