How to turn customer experience into a competitive advantage


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If there is one thing that can make a business stand out from its competitors, it’s customer experience and how your customer is left feeling after dealing with you.

While price can always be a drawcard, if a customer can’t get their enquiries met within a timeframe or they receive a long time between responses, it’s likely they’ll turn to your competitor.

cafe business with customers
Image Credit: Robert Bye @ Unsplash

But how can you turn customer experience into a competitive advantage? How can you ensure your business is known for its impeccable customer service?

It’s ensuring you, and your team, care about the customer and consider their experience throughout the whole process, not just where they’re spending their money.

Put yourself in your customer’s shoes. What would you expect from your business? Putting yourself in your customer’s position will give you loads of insight on what to offer and what to focus on in business.

To outmatch your competitors when it comes to customer experience, consider these suggestions.

Hire team members and leaders that understand the ethos of your business

Ensure your interview process gauges the passion of an applicant and delves into their reasons for applying for the position. It’s essential that the focus of your team members matches your business vision and mission because this will follow through in customer dealings.

Use workforce management software

Using workforce management software like Nextpond ensures that all work teams are consistently delivering the best customer service to your customers. Data captured in this software gives incredible insight into the customer service delivery and uses customer feedback to adapt processes to deliver an even better customer experience.

Train your team in conflict management

Not everyone responds well to conflict which is why training your team in conflict management is essential. Conflict management training will teach your team about how to continue to care for the customer while offering a compromise that doesn’t hurt your business.

woman training staff
Image Credit: Andrew Robles Photo @ Unsplash

Respond to customers quickly on Social Media

With the domination of social media, customers, particularly disgruntled ones, will resort to social media to air their frustrations about a business. When they do, it’s often a very public display which is why it’s essential that you respond to social media messages as quickly and fairly as possible. Remember, how you respond has a huge impact on how others view your business.

Invest in customer service training

Customer service training is a great way to ensure your employees know how to deliver the best customer service. Placing a priority on training will ensure customer service is delivered to a high standard.

Delivering a good customer experience may keep a customer, but delivering an exceptional customer experience will turn a customer into a raving fan, bringing you referrals along the way and that’s the competitive advantage.

Travis Reading
Travis Reading is the Co-Founder of Nextpond Software and the Creator of the Nextgile - Business Process Agility Methodology. Travis is dedicated to supporting others with their small business success, and in turn, contributing beyond business. Through Nextpond and Nextgile, Travis is building a community of rich, healthy and happy business people.


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