Are your customers getting the candid speedy feedback they desire? Has your business adapted to the new digital age? If not, why not carry on reading to find out ways you can deliver the best customer experience this year!
Customer service essentially stands at the heart of every marketing research company and therefore providing the best possible customer experience is crucial to the success of any business.
The uncertainty of the current year has witnessed a shift in consumer behaviour and the way in which customers shop. Customers have certainly become more aware of hygiene and safety when purchasing any product or high-ticket item such as a car.
A business such as a car dealership should harness this health consciousness and enhance their overall business reputation by showcasing an appropriate response to Covid, by following social distancing rules, sanitising vehicles, performing regular health and safety checks prior to purchase and reminding customers to receive regular services. The result? Customers feel safe and assured.
The changes throughout the year have also instigated a new normal, forcing the customer experience to go digital. A recent study has shown the use of digital channels remains prevalent as “in store sales are still nearly 10% down, while those online are still up by nearly half on the start of the year” (Dalgleish, 2020).
A focus on accelerating digital marketing and an understanding of how your customer chooses to interact with your brand is key to elevating customer experience.
Do your customers prefer to peruse your company’s offers via social media such as Facebook, Instagram or LinkedIn or through responses to email campaigns?
Humans, by nature are materialistic. Ameliorating your customer’s experience may be as simple as creating a glossier finish to the overall furnishing and personalisation of your company’s website.
The implementation of reviews is also an excellent way to perfect the customer’s journey. Both positive and negative reviews personalise the digital experience and offers a glimpse into candid real-life accounts of a product.
Studies have proven “people will share a positive experience with an average of five people and will share a bad experience with an average of nine people.” (Shawwa, 2013)
This interacting with adverse feedback rectifies the customer experience cultivates customer satisfaction and loyalty and allows existing customers to witness the constantly engaging improving business and engage in a discussion.
This direct participation softens the customer encounter creating an established B2C relationship. The result? The customer experience is a harmonious one.
Of course, none of this is possible without a well-oiled team. Training your customer service team is essential to creating the best possible customer experience. Encourage the mindset “the customer is always right.”
JudgeService honours this concept by expressing a “customer’s experience is arguably more important than the product or service you are selling itself. We believe in creating fans, not just sales.” (JudgeService, 2022)
There are numerous ways to kickstart your customer experience with a bang! Yet adhering to the post pandemic way of life and ensuring honesty and loyalty by putting the customer’s needs first is a great way to start!
Did you enjoy this blog post? Subscribe to our blog to be updated when we upload new content!
