You may be unaware that in many savvy businesses, the goal to provide outstanding customer service has been eclipsed by the goal to provide an outstanding customer experience. If you own a small business and want to remain successful, you must protect your assets with a comprehensive Indiana Small Business Insurance Policy . In addition, to remain competitive, you need to learn how to improve the customer experience.
What Factors Influence the “Customer Experience?”
The global marketing company Econsultancy queried more than 2,000 marketing professionals about what businesses can do to provide an outstanding customer experience. They concluded that the top five contributing factors are, in order of importance:
- Providing a user-friendly web experience on customers’ personal computers
- Offering a user-friendly e-commerce mobile website
- Having fast, friendly, helpful email customer support
- Having fast, friendly, helpful telephone customer support
- Creating engaging, effective digital advertising campaigns
Three Tips for Improving the Customer Experience
Customers value convenience. They hate to waste time wading through uninteresting offers, and want to feel like VIPs. Instead of sending out a blanket mass-marketing email, learn about your customers and tailor your marketing to various customer segments, based on age, gender, income, interests, etc. When you or your team learn of a problem, resolve it quickly. Conflict resolution should be and urgent priority. Last, but not least, make customers feel like valued individuals rather than one of your thousands of customers. Greet them by name when they call. Address emails to them by name. Send them surveys to show you value their input.
Nurturing customer relationships is essential to your success. The more tasks you can outsource, the more time you’ll have to cultivate great relationships. For all of your insurance needs, contact us at Walker & Associates Insurance, (888) 760-7292.