"You Are My Cup of Tea": How to Create Fabulous Customer Experiences
The smallest experience can make the biggest memory. Here are 11 ways you can create meaningful memories for your customers and leave them with the feeling that your business is their cup of tea.
Sounds easy, right? It is, but think about how often we find ourselves in conversations where we are planning our retorts as opposed to actively listening. Listen to your customers' comments with an open mind; not only will you send the message that you want to address their concerns but you will also send the message that your business cares.
2. Handle business quickly and efficiently.
We all know how it feels to stand in line or hold the phone as we wait to speak to a company: it's not fun. While some of us are more patient than others, no one likes businesses with long wait times, complicated procedures and inefficient processes. Handle your customers' business swiftly and with care and attention just like you wish your business was handled each time.
3. Be honest.
If your business is legitimate, there is no reason to lie to your customers. Be open and transparent when handling your customers' business; doing so will go a long way toward building a long-term relationship with them.
4. Pay attention to detail.
Sure, you can see the bigger picture when it comes to your customers' business, but what smaller details are involved when it comes to fulfilling their requests? It's your attention to these details that can make your business look more professional and interested in customer satisfaction than your competitors.
5. Have a will-do attitude.
We all know what a can-do attitude is, but providing customers with fabulous experiences requires a will-do attitude. Your customer should get the message that your business is happy to help them and that you will do anything in your power to ensure they feel satisfied and appreciated.
7. Follow up.
How do your customers feel when they get home after conducting business with you? Is there anything they have questions about? Is there anything on which they need more information? Do they have feedback they'd like to share. Get these answers with a follow-up call or email. You can use their feedback to solidify your relationship with them and to improve how you do business with future customers.
6. Take the extra step.
Go out of your way for your customer. Delight them by solving a problem they feel that they can't expect to solve. Come from around the counter or your desk to greet and chat with them. Take your best customers out for lunch just to say thank you. Send them handwritten thank you notes and birthday cards. Give them a promotional gift.
8. Take care of your staff.
Think you can get by when you pay the lowest wage, provide the fewest of benefits and supply the least training for your employees? Think again. Your business doesn't help customers; your staff does. Show them that you care and they will show your customers they care.
9. Send a VSnap.
Did a customer become a new follower of your business' social media? Send her a VSnap to say thank you. VSnap is a tool that allows you to send a personalized 60 second video that integrates with Twitter, LinkedIn and email. It's free to register and can be an awesome way to build a stronger digital connection and presence.
11. Experience the customer journey and the staff journey.
In theory, you understand the journey customers must take with your brand, but do you understand it in practice? Take a walk in your customers' shoes and experience your business as they do from the first point of contact to the follow-up. Also, take a walk in your staff's shoes and do a frontline job for a day or more. Both of these will give you different perspectives on your policies and procedures and can help you to improve your business.
10. Know your customers and their needs.
Identify and anticipate your customers' needs. They don't buy products or services; instead, they buy good feelings and solutions to problems. The more you know your customers, the better you become at anticipating and serving their needs.