So you’re an executive and have the difficult task of driving customer satisfaction by having excellent customer experience examples. First, let’s define what it is. You may have heard of “churn,” the act of sending customers on a malaise-inducing shopping spree in order to close their accounts; or perhaps “competent service,” which is the goal of most businesses.
Customer is defined as the sum total of all views, as it were, concerning an item, a person, or a service; each customer has different wants, needs, values, and expectations. In order to be a customer, you must be competent and comfortable with your provider. Most customers are looking for reliable, competent people who can provide the goods and services they expect.
There is something that you have to learn about in order to foster successful relationships with your customers. We have become masters of technical expertise and service that we give. Yet, we have neglected the art of relationships. If we learn this skill, we can achieve more success than we ever dreamed possible.
If you want to establish long-term relationships with your customers, your greatest challenge will be engaging them. Do you feel like you have to communicate too much? Do you feel as if you are talking down to them, instead of communicating with them? It is a myth that the more you talk to a customer, the more they listen to you. While you might be saying all the right things, you need to make sure that you are listening to them.
One way to engage your customers is by listening intently. This doesn’t mean you need to say “Oh, you know, I just realized what a great idea it is to buy this book,” or “this is really helpful, you really should take advantage of it.” Rather, it means you need to be engaged with them. Allow them to share their thoughts and ideas. Try to understand their feelings and desires.
Keep in mind that your customers, like people in general, are likely to lose interest in your product or service if you don’t use proper and consistent communication skills. Yet, you also need to be attentive and able to remain uninvolved from time to time. A customer may be excited to share a story about how their job has changed after receiving your products or services. It is helpful to acknowledge the stories, even if they aren’t true. That gives the customer an extra boost to help them maintain a good relationship with you.
Above all, a customer needs to be comfortable with you as a company or business. Once they trust you, they will tell others about you. As a business owner, it is imperative that you do your part to make sure your customers are always right. Learn their feelings and views.
If you can get past the initial “wow” factor and become more involved with your customers, you will be pleasantly surprised at the results. By engaging your customers, you will open up new opportunities to build relationships. As a result, your relationships will thrive, instead of crumble as a result of poor customer service. And the happier your customers are, the better your company will become.