Improving customer experience is vital to retain existing customers, attract new ones and improve your business’ online reputation. By delivering excellent customer experience, your customers become more engaged and develop a greater sense of loyalty towards your business. By making sure that your customers have a positive experience doing business with you, you improve your chances of getting positive feedback and a high-star rating from your customers.
Here are four strategies for improving customer experience and leveraging it to enhance your online reputation and get more revenue:
Provide great customer service.
The key to improving customer experience is providing outstanding customer service. Going the extra mile not only results in happy customers but can also help you win customers for life. Encourage your team to focus on providing excellent customer service by building a ‘customers come first’ attitude right into your business culture.
Focus on using a positive tone.
Customers love positive language and feeling like they are being understood. You can make good use of positive language even when you are not able to deliver something that matches up to their expectations. For example, instead of asking “what is the issue that you are facing,” you could ask “How can I make things better for you today?” Instead of saying “Unfortunately, the doctor you are looking for is not available today,” you could say, “Let me get you an appointment with another experienced doctor from the same department.” The way you address your customers makes a lot of difference.
Extend your availability.
Find channels where customers can communicate with them outside of your daytime work schedule. Whether it is a Monday or Sunday, revisit your working hours and try to make yourself available for customers whenever they need you. Customers, who are unable to reach out to you during your scheduled office hours will start looking for alternatives. Extending your availability is also a good opportunity to gain an edge over your competitors.
Solicit customer feedback.
Customers get frustrated when they are unable to voice their concerns after a negative experience. A study shows that 54% of customers who had a negative experience, said they would return to the business once they received a satisfactory response from the business owner or their staff. You can set up an automated process for soliciting reviews from customers or use surveys to collect their feedback. Once you receive customer feedback, train your staff to respond to negative feedback with an apology and a thank you note for highlighting the issue. Try to implement changes wherever required and inform the customer when you act on their feedback.
Customer experience is not just about generating better methods or growing metrics. It is a way of refining your business with the aim of improving all customer touchpoints to offer them a pleasant experience.
How can BirdEye help you in improving customer experience?
By using online reputation management and customer experience solutions like BirdEye, you can better engage with your customers and provide them with a positive experience. With BirdEye’s review generation feature, you can solicit authentic reviews from customers, building trust that translates into more revenue. Using BirdEye’s customer surveys feature you can ask your customers the right questions by sending surveys via SMS, email and social media.
In today’s competitive business scenario, BirdEye provides the means to create an excellent customer experience that keeps your business at the top.