Keeping your customers appeased is hard; no matter how good your product or service is, you cannot satisfy them. Some will prefer buying your product next time, and some will decry you and go to your competitors. Marketers and business entrepreneurs have been struggling for centuries to find a secret to keep all customers happy. Keeping aside the benefit you leverage from all your efforts, you need to ensure that you are leaving no stone unturned to provide your customers with a better experience and make them a happy customer.
The customer is king. If they are not happy, you will end up losing ground against your competitors. The quality of your product is not everything. How you deal with your customers, how you approach them, and how you make them feel that you value them also play a paramount role in bringing a smile to your users’ lips. If you want to offer an excellent customer experience, and want to have a happy customer, you need to walk in their shoes. Here is how you can do it.
Live your customers’ experience
You provide high-quality products, so your customers cannot be dissatisfied, right? Wrong, you cannot get to know what actual problems your target audience must have faced while using your product. This is not surprising that a company has to make improvements after the launch.
So, if you want to enhance customer experience, you need to talk to your users and know how they feel after using your product or service. Since they have bought your product, it does not mean your job is over. You need to walk in their show to get real-time experience. You have to get into the mindset of customers to visualise their buying journey. This will include:
- Knowing what encouraged them to buy your product.
- Which part of the website they spent the maximum time on
- What they felt after using your product
- What they decided to do when they got a good or bad experience.
Keep response time as shorter as possible
The customer is impatient, so you better not make them wait too long. When a customer approaches you with a complaint or a doubt, make sure that you reach out to them as quickly as possible. Ideally, the response time is 24 hours, but to be honest, this is too much to have a happy customer
Keeping customers wait for a full day does not make sense when you know there are some tools to provide round-the-clock customer support. Whether your users approach you through a phone call, email, or LiveChat platform, try to respond to their queries immediately. If you make them wait too long, they will get frustrated and go out to your competitors. Further, not all businesses can afford to do it, especially that provides financial products and services.
For instance, private lenders provide a customer support service round the clock, and working hours are longer than other businesses. It is because a user can come up with a financial emergency anytime. Flexibility in working hours does not cause trouble. If they have any doubts regarding the policy, features, or terms and conditions of installment loans, for instance, you can resolve their doubts.
Build an emotional connection
To create an emotional bond with your users, you need to make your approach personalised. Try to give them pleasant surprises. For instance, you can offer them a free product on the birthday of your premium customers, or you can offer them a discount on the purchase they make that day or free shipping. Be organised, consistent, and professional with your marketing, as its really vital to have a happy customer.
Whether your customers know something or not, make sure that you provide them with full information to make the right decision. The more ease you provide, the better it is. Trust is the most critical factor that you need to build if you want to grow in the long run, and your target audience will believe you if you keep your promises.
Never make false or over-realistic promises. If you make outlandish claims to fetch money from your customers, they will never come back. Be honest and transparent with them. Seeing your honesty, they will build a strong relationship with you.
By following a proactive approach, you can stay ahead of your customers. It means you should know beforehand what your customers want from you. Nothing can be delightful for users if they get a solution to their problems before they let you know it.
This is why you need to be in contact with your target audience. Social media presence is the best way to know what your audience wants from you. Their likes, comments, and shares and analytic tools can help you get an idea of what you need to do to improve their experience.
To provide a better user experience, you need to understand the customer journey. Note that each user has a different journey, so you will have to create scenarios to understand what intrigues them.
Talk to your users, take their feedback, and know what they expect from you. As long as you provide value to your users, you can provide them a good user experience.