“Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” – Ken Blanchard
Great customer experience doesn’t mean splashing $1000s on corporate entertaining (thank goodness).
Truly capturing their loyalty isn’t about breaking the bank, it’s about showing that you really understand their needs and go the extra mile to create an amazing experience. But while the good news is that your customer experience strategy can be budget-friendly, you also need to be creative and dedicated enough to beat the competition.
In this article, we’ll help you create an amazing customer experience strategy by teaching you why you should:
- Give away free stuff
- Follow up on complaints
- Automate where possible
- Use consistent branding
- Audit your site
- Create awesome content
Let’s get started.
1. Give away free stuff for no reason. Emailing out a surprise like that now and again to your loyal subscribers genuinely delights even the grumpiest customers.
2. Follow up on every complaint (and apologise). If possible, give people a call to talk through the problem. Most people’s anger dissipates pretty fast when they speak to a *real* person who sounds like they genuinely care.
3. Use AI and automation where possible. Anything that helps people get answers and support quickly out-of-hours is a massive help.
4. Be consistent across all channels. Make sure your branding, tone and style are the same wherever people choose to interact with you.
5. Audit your site. Regularly navigate through your online presence to check it’s easy to find information fast, make frictionless payments, contact support, revive lost orders and so on. You want as few frustrations and hurdles as possible.
6. Create content around every product or service. Whether it’s videos, blog posts, online guides, Q&As or eBooks, provide plenty of resources that teach people how to tackle pain points, solve their problems or achieve their goals using your stuff. Get people excited about the whole experience rather than treating it as a purely transactional relationship.
Unsure what improvements to focus on next? Ask your customers. Checking in for feedback and suggestions is much more effective than guesswork. It shows your customers that you care and it gives you a chance to develop conversations and relationships. It’s an all-around winning situation for everyone.