Here are some things I believe make up a great customer experience:
1. Great communication right through, not just in the sales part, or when things go wrong, but all the way along the journey, because the sales journey doesn’t end when the agreement to purchase is made. If it is an ongoing service, then it continues beyond the life of that client relationship, or if it is one time purchase you never know who they may refer you to so it also continues beyond that stage as well.
2. Follow up – if you have said you would get back to them with some information or anything else, put it in your calendar and follow up.
3. Follow through – if you promise something, deliver it, or at the very least communicate personally to explain any delays, and always under promise and over deliver.
4. Take feedback on board – if your client says they are not happy, then listen, and dig deeper to the root cause. Even if some of that feedback is not easy to hear, or surprises you, they are always right in the first instance, perception is reality for everyone.
5. The customer is always right, in their eyes, if you get into a match of trying to defend your views, or prove them wrong, no one wins, they leave, and you lose. You do not just lose them, you lose the network opportunities they also bring to the relationship, and any potential referrals they may have given. Even if you feel strongly, or they are just way off base and completely wrong about something, remember they still deserve to have their perspective heard and valued. This boils down to exceptional listening skills.
6. Get all the facts, you may want to have your teams ‘back’ but don’t go there so badly that you don’t hear what you need to hear from the customer, in order to improve the service.If you are unsure what your customers think or how they feel about your service, never assume! Take the time to ask for feedback, ask them what you do well and what you could improve, some of my best ideas have come from clients along the way!