Five Ways to Improve Your Client Experience
Does your customer experience feel like the worst first date ever, or like a dream relationship? Maybe it is somewhere in-between, or maybe you haven’t given it much thought lately.
Regardless of the current state of your customer experience, it’s important to remember, it requires more than a beautiful website and making that sale. Think of it like dating. You need to take initiative, show you care, and keep them wanting more. What you don’t want to do is leave your customers wishing they had swiped left on your brand or your products.
To help you avoid the pitfalls of missing the mark with your customers, I’m sharing my top 5 tips for creating a memorable customer experience.
How to Create A Memorable Customer Experience
Tip 1. Follow Up and Follow Through
Send thank you emails after a purchase
Keep your customers aware of shipping delays/processes
Offer future discounts to use for their next purchase or to share
Follow up after they have received your product to inquire about their experience or to answer questions
You know the old saying, “You only get one chance to make a first impression”? This still applies even after you make a sale.
I recently bought a candle from a new-to-me brand, and not only did I receive a thank you email from the founders, but I also received numerous updates about shipping or any delays. This type of communication made a lasting impression on me. Not only did I love the candle I received, but their attention to detail has moved me to buy from the brand again. This is the perfect example of an engaging, thoughtful customer experience and what you should strive for with your brand interactions.
Tip 2. Be A Little Extra
Include a personalized note with each order
Include additional samples or extra goodies
Offer special discounts or exclusive offers
Elevate the unboxing experience with unique or upgraded packaging
This can also include showcasing your sustainability practices
Anyone can send a simple brown shipping box, but if you want to make the unboxing of your products exceptional, be a little extra. To use a very old cliché, “think outside of the box”, or in this case inside the box. What extra touches can you include to make receiving or unboxing your products more special?
Again, think of the best date you ever had or a special relationship. What did he/she do to show they cared? Was it remembering your birthday or how you liked Chai Lattes from a particular coffee shop? Or maybe it was how they always gave you the sweetest compliment each time they saw you or always knew what to say when you had one of those days.
Going the extra mile for your customers can go a long way in making your customer experience feel more than a simple transaction. If can keep them buying again and again, and also encourage them to share their love for your brand with others.
Tip 3. Don't Ghost
Send “your cart is still waiting” follow-up emails
Send out surveys asking about their experience with your brand/products
Encourage them to join your email list for the latest offerings & news
No one wants to feel ignored or unappreciated, even if they didn't make a purchase. They want to feel seen, heard, and acknowledged.
Always let your customers or potential customers know you appreciate them and are paying attention. It can help keep your brand top of mind for future purchases and lets them know you aren’t all about the sale. You value them as a part of your brand community.
Tip 4. Be Responsive
Answer customer emails/DMs in a timely manner
Set expectations about your response time, especially during busy seasons
Don’t dismiss concerns or complaints. Be thoughtful with your responses
One of the biggest complaints customers have with companies is their lack of responsiveness, especially when an issue arises. Customer service might be a separate part of your company, but it is still a vital part of your customer experience.
Many brands run the risk of losing customers, and being blasted for it online, if their customer service department is lacking, rude, or just plain unhelpful.
No matter what the issue or concern might be, try to do your best to answer their questions or address their problem in a timely manner. You may not please everyone all the time, but you can make a concerted effort to at least try.
Tip 5. Shout Them Out
Repost and/or share your customer posts on social media
DM customers to thank them for sharing your products
Showcase customers on your social platforms, website, blog, or emails
We all love a little attention or special mention. (Even Gen Xers who never received participation trophies.) If a customer shares their purchase on social media, don't disregard the post, thank them & re-share it on your platforms. This is a great way to encourage a re-purchase and show potential buyers how you feel about your customers.
Additionally, there are many benefits to utilizing user-generated content. It helps build trust amongst consumers and tends to have a more honest, authentic feel. Plus, it helps show potential customers how they will be treated by your brand and allows them to see real product interaction.
Final Thoughts
Creating a memorable customer experience doesn't have to be a challenge. By making small changes you can build a long-lasting relationship with your customers for years to come, while also continuing to build your brand.
If you ever get stuck on what to do, remember, use my analogy of the perfect date/relationship, the more present you are and the more effort you put in, the better the results will be for both you and your customer.
Which customer experience tip did you find most helpful?
