While getting customers is the first step, retaining them is just as important. Far too many businesses simply treat customers as something to make money out of in one instant, rather than making the most of retaining them and getting repeat custom. Don’t be one of them. Retaining customers is hugely important. Many businesses simply don’t survive if they don’t realise how important getting repeat custom is.
So know that you know how important keeping hold of customers is, how do you do it? In this article, we’re going to have a look. Customer tastes have come a long way in the last few decades, and that means you have to work even harder to improve customer experience in order to get them coming back. Keep reading to find out how to make the perfect customer experience so that they keep coming back for more:
1. Have a clear mission for the experience you want to create
Don’t just start making changes without really knowing what you’re working towards. Come up with a vision for the sort of experience you want to provide and make sure everyone knows what they’re working towards. All the decisions you make when changing or creating a customer experience should have this vision in mind. The right digital transformation consultant can help you here.
2. Make sure your staff are fully trained in every aspect of providing a great customer experience
Not every member of staff has what it takes to provide the best customer experience. But most of them can learn. Give them training, externally if necessary, so that they are always trying to put the customer first.
3. Use the right hiring processes
When hiring new staff, make sure you pick people who either have experience or qualities to put the customer first.
4. Put the right people in the right roles
While most members of staff can be trained or even incentivised to put customers first, not everyone can. While you can’t really go around firing people who simply don’t have the right customer-service outlook, you can move them around your business. Always have the best people-people at the front, interacting with customers as it comes naturally to them.
5. Create a personalised experience
People don’t want to be treated as walking credit cards or simply a means to an end. They want an experience that’s personal to them. Simple things like remembering people’s names can go a long way. If you’ve got the data, try sending out birthday cards with discounts, or other personalised touches that can help take your customer experience to the next level.
6. Know what your customers want
Listen to them, and act on the info they give you. After all, the customer is always right, right? Not always, but normally. They still need to feel valued and listened to. Do surveys and make changes based on what they suggest. Your customers will have a valuable perspective on your business, and you might not have seen things in the same way. Learn from them and adapt.
7. Test alternatives
If you’re not sure if something is going to work or not, try it. Record the data and ask people what they felt about it. Keep tweaking until you’ve made a perfect customer experience for your visitors.
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