Providing customers with a positive experience is a big part of running a successful company. Do this right and customers will come back to you in the future. But take the wrong approach and you’ll scare some people away forever.
There is no one-size-fits all strategy for providing a positive experience, but there are some basic tips every company can follow to get on the right track.
1. Get to Know Your Customers
Rather than treat your customers like customers, treat them like part of your family. This starts with getting to know them on a personal level.
For example, if you own a restaurant, take the time to personally visit with your regulars (and others). Over time, you’ll develop a more personal relationship, which results in a positive experience. It also leads to repeat business.
2. Personalize the Experience
Are you in the habit of treating every customer the same way? Even if you’re dedicated to providing a positive experience, personalization allows you to take every interaction to the next level.
Here are some ideas to consider:
- Greet the customer by name
- When applicable, review their file so you can discuss past history
- Provide a customized quote (once again, when applicable)
For example, if you own a plumbing company, review past service history before visiting a customer’s home. The information you collect allows you to personalize every aspect of the experience.
It’s a small step that can have a huge impact on your business.
3. Continue to Engage
There is no beginning and end to providing a positive customer experience. This is an on-going responsibility that is too important to put on the backburner.
Sticking with the plumbing company example above, there are many ways to engage after you leave a customer’s home:
- Send a postcard with a discount for their next service
- Send an email follow-up with a survey
- Connect on social media
Active engagement is one of the best ways to remain on a customer’s mind.
Even if you only do one of these things, you’ll find it easier to provide customers with a positive experience. And from there, it won’t be long before you reap the rewards.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!
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