The customer journey begins from the moment they learn about your brand. It is your job to ensure they have a positive experience or risk them turning to a competitor. To help you turn a lead into a loyal shopper, we are providing informative advice on how to improve the customer experience.
Understand Your Target Market
Who are the customers at the beating heart of your business? Do you know their age, location, interests, income or marital status? If you don’t, you need to find out, as this information should determine your branding, tone of voice and communication methods.
The best way to learn about your customers is by asking them questions, which you can do so via email marketing, direct mail or a sign-up form on a website. For instance, you could ask a customer how they found your website, why they chose a product, how often they buy it and how they found the checkout experience. The more questions you ask, the more you can identify where you are going wrong or right.
A rude or unhelpful employee can be a major cause of customer dissatisfaction, which may result in you losing custom for good. Ensure every customer who walks through your store, picks up the telephone or writes an email receives a positive reply from your employees. Train your staff on how to interact with customers, and ensure they are knowledgeable about your products and services. You could also provide motivation with incentives, such as an end-of-year bonus or monthly reward.
Thank Your Customers
Show your customers how much you value their custom by thanking them with a loyalty discount, birthday voucher code or a greeting card. You could also invite them to VIP events or keep them updated on your latest news and offers via email marketing.
Prove to your customers you are the best brand in the industry by integrating the finest technology. From high-quality social media campaigns that complement your brand to an automated email marketing campaign that encourages interaction. You could even implement Appointment Plus and Acuity Scheduling software, which allows customers to directly book an appointment without talking to a secretary.
Reply to Every Customer Concern
Care for your customers by replying to their every question, which means thanking them for their feedback, finding a solution to a problem or apologizing for a complaint. Don’t frustrate your customers by ignoring their message and aim to provide a helpful response within 24 to 48 hours. If you fail to do so, they may be tempted to turn to your industry rivals and you may lose their custom forever.
Encourage Customers to Spread the Word
Your business’s biggest brand ambassadors will be your customers. Maximize their loyalty by encouraging them to spread the word about your brand, products and services – and reward them for every new customer they send your way. It is an effective way to create a healthy profit margin.