Customer Experience: the Backbone of Future Sales
Selling your product is just the tip of the iceberg. Next comes the customer’s experience. When you provide a good customer experience, you create loyal clients through the maintenance of your product or service after you’ve sold it. However, most salespeople tend to overlook excelling in the customer experience field. What they fail to realize is, by providing good customer experiences, they’ll gain future sales, both through their existing clients and potential clients that their positive reviews and recommendations will help sway.
First, here are a few things you should never do when developing customer experience, according to an article posted on hotjar.
- Keep Your Clients Waiting: Long wait/response times are the main cause of frustration among customers, says hotjar. A client will likely only reach out to you when they are in need. If you keep that client waiting too long for a solution, or to even speak with you about their problem, the message you’re sending is that your clients aren’t a priority to you. So, be quick to answer your clients’ outreach and timely in addressing their needs.
- Lack of Humanity: Machines send out mass emails that may have nothing at all to do with some of their recipients. Machines speak in emotionless generalizations. You do not. Personalize your outreach to your clients. Make sure that everything that reaches your clients is relevant to them. Give it a human touch by adding a humorous GIF or asking about their family or pet. Show that you’re reaching out for a purpose.
Good customer experience boils down to one thing: listening.
Whether your clients have reached out to you with good news, bad news, or even if you’re just looking over a survey they completed, listen to them. Don’t forget that effective listening requires action. Show that you’re committed to your customer experience goals by acting on what they say to you. Is there a problem? Fix it. Did they say something positive about their customer experience? Thank them and highlight their outreach on your company’s website or social media profiles.