The customer experience has taken center stage as small businesses look for advantages over their larger competitors.  The personal touch that small businesses are able to provide helps to build relationships with customers.  These relationships can help you to create a customer experience that speaks directly to your buyer persona.  There are dozens of factors in creating an exceptional customer experience.  Here we explore 5 of the most important.

Convenience

Making it easy for your customers to shop and pay for your goods and services is one of the most important factors in improving the overall customer experience.  Ecommerce and online payments can allow you to reach a much wider audience and enable your small business to compete with the likes of Walmart and Amazon.  Managing your inventory to avoid shortages and having the ability to accept payments in any form will go a long way toward improving your customer experience.

Competitive Pricing

Your pricing should reflect the value you are providing to your customers.  This can include the experience they receive as well as the rarity and quality of your products or services.  It’s important to note that lower prices are not always better.  Many people will be turned on by higher prices as they can convey a product’s exclusivity.  Common products should be priced to rival your competition.

Customer Support

Standing behind your products and being available to customers to support them is critical in providing a noteworthy customer experience.  Return policies should be made clear and every effort should be made to ensure satisfaction.  Many online reviews focus on customer service.  Resolving issues in a timely and professional manner can have an even bigger impact on your reputation than if you got it right the first time.

Social Responsibility

The way your company is viewed by the public hinges largely on your community involvement and views on popular social issues.  Contributing to local organizations and charitable foundations can draw in customers and increase their satisfaction by showing that your company aligns with their core beliefs. 

Brand Awareness

The popularity and visibility of your brand will have a lot to do with customer expectations when doing business with your company.  Meeting and exceeding expectations is what gives consumers confidence in your brand.  That confidence and trust will have an impact on how a customer views the customer experience you provide.

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