How Small Customer Experience Improvements Can Add Up To Big Changes


Share on LinkedIn

Nowadays, there is stiff competition in the market with many businesses competing against each other. Therefore, the customer experience is a core part of many businesses to give them a competitive edge over others. But it is evident that many businesses, especially medium and small-sized businesses, don’t have the funds to invest in customer experience programs and software.

The cost of implementing a customer-focused program is slowly becoming unaffordable for many businesses. There is also a wrong perception among businesses that customer experience requires extensive capital and does not provide a healthy ROI.

Perhaps the businesses can now start making smaller improvements rather than enforcing big changes. Businesses can always deploy changes in small and manageable ways to make big changes in customer experience. Let’s take a look at things your business can do to make a big improvement in customer experience.

1. Have a Starting Line

Before starting out, the first aspect that you need to consider is the customer journey. Determine whether the customer journey is bad, good, or moderate. To make an effective journey, it is important to determine the pain points of the customers and determine what small changes will impact the customer experience.

If your sales funnel is effective, there is no point in investing plenty of money to improve it and drive sales. Perhaps solving customer queries on time might bring in more desirable outcomes.

2. Prioritize Urgent Pain Points

Customer experience can help a business achieve plenty of things such as increased engagement, higher revenue, and sales conversion. Customer experience is a huge job, but if you take it step by step, it can show impressive results.

Let’s say you run a tech support business and need your call agents to be more energetic and agile. This will help the business retain more customers than ever. You can achieve this goal with the help of small refreshment breaks in which you offer snacks and coffee to call agents.

Not only will it improve employee loyalty, but it will also help the business provide a better customer experience.

3. Give a Human Touch

At times, it is not all about automation and the sales journey; many customers like to feel a human touch when engaging with the business. There are numerous ways in which a business can offer a human touch to the customers to increase their engagement rate.

Big companies such as Uber don’t provide the required personalized customer experience that customers need. Instead, they focus on automation and streamlining their workflow. If the customer is not satisfied with the service, they would want to talk to a real customer support team member rather than adding a ticket and waiting for hours before getting a response.

With the help of the human touch, a business can offer the customer a personalized experience, which bigger companies fail to do. Not only will this small change help with customer satisfaction, but it will also help solve queries as quickly as possible.

4. Empower Workers

Empowering employees within the company will also help in producing the desired results for any business. With a bit of support and motivation, they can take the business to the next level and foresee better results in customer experience.

A business can also take its decisions and suggestions into account. After all, there’s always room for improvement in the business, and it allows the creation of innovative ideas that are budget-friendly. You can also take their feedback into consideration to make changes.

At the end of the day, the employees, especially the sales team, represent the business. This makes it extremely important to empower them and train them effectively.

Work on Single Improvement Every Week

To keep implementing small changes, it is important to stay consistent. From the small things that the business identified for improvements before, they can start working on each every week. This will raise awareness and ensure that the customer experience gets better over time.

To execute small changes effectively, you can take four aspects into account:

  1. Identify
  2. Brainstorm
  3. Execute
  4. Repeat

While these steps may seem straightforward, they can provide optimal results for businesses. Sometimes the business doesn’t have to try too hard and make big changes: even small and simple changes can help achieve better results.

Margarita Hakobyan
CEO and founder of, an online marketplace of local moving companies and storage facilities. Business women, wife and mother of two with bachelor's degree from the University of Utah with a concentration in International Studies and a Masters Degree also from the University of Utah with a degree in International business.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here