Customer experiences ultimately make the difference between customers walking through the door of your business or that of your competition. It doesn’t happen by chance because all functions in an organization need to be aligned in order for the process to run perfectly. We want those customers to become fans; think Pittsburgh Steelers and Greenbay Packers Superbowl – the ultimate in “wow” experience. Alright admittedly that seems over the top, but nevertheless a work in progress requires an immense amount of work and dedication to finally realize your goals.
Positive customer experience begins with the right promises. What are customer expectations in your particular organization? How does operations, staff, and products all fit together in order to make great experiences happen?
Even small things done really well can help to create that ultimate experience. Perhaps you may consider the following suggestions:
- Send your customers reminders by text, phone, or mail about store promotions, sales, new products, and special events. Do something just a little differently even if it is just offering cheese and crackers, small promotional gifts, or an additional discount to the first 25 customers who participate or come into your store.
- Have gift cards available for customers. They are an easy and convenient way to shop.
- Have a loyalty club where customers can earn points for rewards. Make it easy for customers, and don’t have too many exceptions. Nothing ruins the experience more than a long list of what “does not qualify” on a redemption loyalty card.
- Remind customers about warranty renewals. Be consistent, and show you are paying attention to your customers. Is it time for servicing of their product? It’s a great way to stay in touch.
- Have customers create their own wish list and keep it on file. Just think of all the significant others who could actually purchase a gft for someone and know that is what the person really wanted.
- Be a knowledge base for customers. Know your product, and know your product well. Answer questions, know who or where to go to in case of an unknown contingency. Be that “go to” person for your customer.
- Teach employees to recognize and respond to customers attitudes and behaviors.
Great experiences fly. The word will get out, and the customers will come.
photo credit: Karen Roe
