Business owners do not need to be told how competitive things are out in the marketplace right now.
There have been so many different and overwhelming challenges over the last couple of years, and as we continue through what is a decidedly tough winter, everyone needs to ensure that they are taking every possible step to drive sales and boost growth.
But with people across the country worrying about the cost of living and paying their bills, this is not going to be easy to come by. That means that you need to think about how you can make things better for the customer.
Improving customer experience and satisfaction is something that every business owner knows is vital, but it can sometimes start to drift in the face of other issues.
There are always going to be many different fires that you need to put out, but you must remember that if you lose sight of this one, it could continue to grow with devastating results. Here are some of the best ways that you can improve your customer’s experience of shopping with your business.
Hire a Customer Relations Manager
Let’s start right at the top with something that every business should do if they can afford it. Now, given the current environment, you may not have the spare cash flow to bring on someone whose entire role is to focus on customer relations.
However, if you can afford to do this then it will be a huge help. This will mean that you have someone who is dedicated to this area and who is bringing years of experience and insight.
Don’t Be Afraid To Get Personal
You know that customers can spend their money anywhere. The quality of what you have to offer is always going to be the best reason why they should spend it with you, but most people prefer to feel like they are not just handing over their cash to some faceless business that does not care about them.
Some business owners feel like displaying personality is tacky, or somehow showing a sign of weakness. But over the last couple of years, everyone has seen the value of connection.
If you are experiencing difficulties, don’t be afraid, to be honest with your customers. If you want to make things better for them, don’t be afraid to ask how. Showing them that they are appreciated and being listened to is only ever going to be a good thing for your business.
Invest In Quality Software For Your Platform
It is very rare that any business owner is ever completely satisfied with the design and layout of their platform, and with very good reason. If your site does not run smoothly or if it is difficult to use, then people are not going to hang around to figure it out.
They are simply going to click away and find what they are looking for somewhere else. Now, some business owners are already gifted at programming and are happy writing long lines of code for every little thing that they want to have on their site. But if you are not one of those people, then you should think about investing in APIs.
If you’re asking, “What is an API?”, it is a combination of rules for two pieces of software to talk to each other and it stands for Application Programming Interface.
It’s how your platform can incorporate Twitter or Instagram, for example. Ayrshare’s guide breaks down everything that you need to know about APIs, and their software has already helped thousands of businesses.
Spend Time Mapping Out Customer Journeys
Improving customer experience is a process that you will need to invest time in, and that means mapping out your customer journeys.
Think about where your customers will be coming from, what it is that they will have seen that made them click through, and what they will first see when they land.
Is the next step intuitive and clear, or do you need to make your platform easier to navigate? Are you overwhelming them with options, or do you need to focus on the essentials? Remember that it is always a good idea to get as many pairs of eyes on this as possible.
Engage With Feedback In Whatever Form It Takes
Finally, one of the most important things to remember is that every customer enquiry and comment should be answered.
Given how tough things are for small businesses at the moment, you can’t afford to start losing business because you did not get around to answering that Twitter DM, or because no one had checked the new comments section.
If there is a way for people to get in touch with you, you need to ensure that they are checked often. Bad customer service can spiral quickly, and situations can often be defused with some simple communication and understanding.
It is not easy to be a business owner in this current climate. But by taking the time to improve your customer experience, you will be able to keep up with the competition and drive more sales.