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Leverage Customer Experience As Your Small Biz Differentiator
Here's where you can shine!
Yes, great customer service is important to your business, but have you thought about the customer experience you are delivering?
How do you think your customers would describe their experience working with your business? Could it be time to brainstorm what you can tweak or add to your business that would improve the buyer’s journey for your consumers? This can vary greatly depending on what kind of business you’re involved in, but think about what things you appreciate when you are the customer. Hot towels at the end of a meal, coupons when you walk into your favorite store, a live-chat window when you visit a website, free reusable bags or wipes when you go to a grocery store – the list could go on for days.
Smaller businesses struggle to compete with bigger organizations, particularly on price, but aren’t you much more likely to return to a business where you have had an exceptional experience that goes above the norm?
Just don’t want to go overboard. Customers don’t want to be oversold or pestered too much when they visit your website or enter your store. Give them some space. You want your customers to have the convenience and feel appreciated, but you don’t want to smother them and scare them away.
Not sure exactly what you should change or add to achieve this great customer experience? Ask your customers! Listen to what they have to say. People usually don’t have a problem telling businesses what they’d like to change. So ask for feedback and use that to your advantage. You can’t please everyone, but there’s always room for improvement.
Remember also that customer experience doesn’t end when a customer leaves your store, your website, or your restaurant. It’s important to be consistent across the board, including social media, your website, telephone assistance, emails, and so on. The team at Sprocket Websites can help there. Brainstorm with us and we’ll help you implement your strategy across your digital marketing platforms. Contact us today to get started!
Photo by Karolina Grabowska from Pexels
This article is an update to “Providing a Great "Customer Experience” dated 7/2/2014.
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Breanne Bannon
Breanne is a Content Writer, Social Media Marketeer, and Sales Associate for Sprocket Websites.
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