The customer experience is one of the most important aspects of business, regardless of what industry your business is in. That’s common knowledge, and you might think that your commitment towards it might then mean that there’s no way you’re going to let this fall from your list of priorities. However, while you might be doing your best to maintain your customer experience, it could be that you don’t have a full picture of what it includes – meaning that understanding everything that is included here can prevent you from delivering a less-than-satisfactory experience.
The Interpersonal Dynamic
Part of what helps some brands to succeed is the fostering of an interpersonal connection between customer and company. If customers feel as though there is something unique or interesting about the way that you communicate with them, it’s an avenue worth exploring. This might be in a straightforward way – such as through social media communications or other channels, but it could also be in how your customers are involved with the authoring of your brand. Competitions, polls, and promotional offers – these can all help the experience of engaging with your brand feel like something more dynamic and exciting.
Delivery and Quality of Delivery
With more businesses than ever offering delivery for their goods and services, it’s something that’s found its way into customer expectations. Of course, it’s not something that’s going to be right for every business, but if it’s something that you know you’d benefit from, it’s well worth exploring. First and foremost, if you’re going to integrate delivery into your structure, you need to make sure that you do it right. This might mean that you find companies like shiply.com that are able to give you and your customers the assurance that you’re looking for. After all, a delivery system that consistently fails to get orders where they need to be or only having them arrive in poor quality might be more detrimental to your brand than not having one in place at all.
Opportunities for Feedback
Even when you’re doing everything right, customers might be enthusiastic to share their own opinions about your service. This could be to let you know their opinions, but it might also be through reviews that are directed towards other people – perhaps in the hope of bringing more attention to your brand if they want to see you succeed.
This information can also be incredibly valuable in just knowing what your customers want out of your brand – going straight to the source and using that to inform your next decisions. Of course, this won’t be the only thing that dictates what you do next; you might also use analytics to get a more numerical understanding of how customers choose. In addition, you don’t want to get into a position where you’re only chasing what customers say they want from you; you want to be able to offer them something fresh and exciting that they didn’t necessarily know they wanted in the first place.
