Are you starting to feel like your customers are unhappy or moving on to competitors? What is not working with your customer experience that would give them the idea that it’s time to move on? The customer experience is the most important part of running your business and it’s where the customer interacts with you through technology and gets a human connection.
Unfortunately, companies today are forced with having to make sure they are earning their customers’ love, even if they’d rather be focused on other things with the brand. The customer experience is everything and a bad experience just once could push a customer to look elsewhere, because loyalty is weak when it comes to consumers right now.
With the internet being so prevalent in consumer’s daily lives, there’s no need for loyalty when they can simply look up who is offering the same thing elsewhere. As long as a customer feels prices are fair, the process is smooth, they aren’t taken for granted, and the interactions with the brand were satisfying, there is no reason to look elsewhere to do business.
If you don’t feel your customers are showing interest in your brand anymore, it may be time to look at your processes, the way you’re doing business, and why customers’ needs aren’t being met. Take a look at a few tips to rekindle your customers’ love again.
Why is the connection falling apart?
While technology continues to improve and advance, customer service seems to be falling behind and not keeping up with the digital age. Unfortunately, customer service is everything because people are more likely to spend money elsewhere if they know it’s going to result in a better shopping experience. People prefer brands that care rather than brands that offer the cheapest prices. They want to spend their hard-earned money with a brand that will make sure they have a satisfying experience.
Many companies struggle to connect the different parts from the tools they use to the people work in the company. Weak links in a brand could lead to miscommunications and people aren’t patient with this situation seeing that technology is so advanced where people are constantly connected.
You may be able to run your company from the comfort of your home and you may have hired a great team, but if your customers aren’t feeling the love, they will seek the product or service elsewhere. Make sure your chain is connected and the experience for your customers is top-notch.
Make it a holistic customer experience
Your customers want a holistic experience with a natural love for their presence and their choice to do business with you. Every encounter should be a great one, from a simple phone call inquiring about your business to a social media complaint that was handled well. Every interaction, regardless of it happening online, over the phone or in your store, is all the same when it comes to your customer’s opinion of how the experience is with your brand. Customers crave consistency and a natural love from a brand.
How can I rekindle the love with my customers?
If you’ve decided that your customers don’t seem to be feeling the love and their experiences are not meeting expectations, it’s time to consider ways that you could potentially rekindle this. What do customers need from you besides the natural love and consistency?
For starters, your customers want simplicity. They want the brand to offer simple interactions that will fit into their life because their life is already complicated enough. Make your checkout process easy, your phone calls efficient, your company website easy to navigate, and make it easy for customers to take advantage of the latest sale.
Customers don’t want to work for a good engagement with your staff. Don’t spend time trying to impress your customers with new products or too much chatter; customers don’t want to deal with companies that spend so much time trying to wow them when they were looking for a simple shopping experience.
Don’t be afraid to personalize the experience though, from using the first name of the customer in the store to offering a convenient suggestion to go along with something they already needed while working with them online or in the store.
Customers Want to be in Charge
You may not have realized that customers actually want to be in charge of the process of spending money with a brand. IN fact, 72% will choose the self-service option over calling on the phone and a shocking 91% will use-service if that was all that was available.
They do however expect immediate responses, from an online chat inquiry to a need for assistance when in the store. They won’t wait around for a long hold time on the phones either, so be sure you are covered with virtual assistants standing by. Timing is everything when it comes to customer satisfaction.
Keep in mind that customers want to feel good about your brand, from the customer experience to the amount they will have to spend with you, and the values behind your brand. Be sure to make it clear to your customers that your brand cares about them, their hard-earned money, their experience, and that you stand for great values. Otherwise, it’s so easy for your customers to go elsewhere. Don’t allow your customer’s love to move on and do what it takes to rekindle it once and for all.