A superior customer experience is one of the top ways small businesses can stand out in their niche and separate themselves from larger competitors. There are many factors that go into creating a great customer experience. Your company’s take on providing exceptional products and services is what will drive the uniqueness of your brand. The ability to stand out hinges largely on the customer experience, here are just a few ways you can make your customer experience memorable.
1. Company Culture
The culture of your company affects every aspect of your small business. The customer experience, employee morale, community reputation and the quality of your product can all be impacted by your culture. Map out a plan to develop your company culture and build around your core values. A healthy work atmosphere projects directly onto your customers. Treating your staff with respect and fairness will help to establish the standard for how they treat your customers.
2. Transparency
In today’s business world there is no room for fine print. It is vitally important that your business is upfront and honest about all aspects of your products and services. A customer that feels misled or dissatisfied can have a negative impact on your business. Online reviews represent one of the primary ways customers research purchase decisions. Clearly post any terms of service or other policies to ensure they are well known prior to purchase.
3. Quality Control
A substandard product and inferior services will sink a small business. Develop a checklist to audit your company’s products, services, policies and employee performance on a regular basis. This will help you to spot inefficiencies and improve processes.
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4. Proper Training and Staffing
Often times, businesses fail to please customers simply because of poor training or being improperly staffed. You want to have a regimented and detailed training process that places your new hires in the best position to succeed. Employees that feel confident in their roles are more likely to perform up to, and even beyond, expectations.
5. Responsiveness
Responding to questions and complaints in a timely fashion is at the core of customer service. With technology making the world move faster by the day, being late in responding to a prospect or customer can cause you to lose business. Controls should be in place to track and uncover strategies to improve response time. A clear chain of command should be communicated to your staff to handle tougher issues.
6. Cleanliness and Hygiene
The care that your staff takes in cleaning and creating a hygienic work environment has a significant impact on the image of your company. In any industry where you’re handling food or a person’s belongings, cleanliness is a must. Consistent cleaning and periodic visits from professional cleaners will create an alluring environment for your target audience.
7. Guarantees
Standing behind your product with a true guarantee of quality will keep your customers satisfied even in the event of product failure or poor service. Guarantees allow customers to buy with confidence and it shows that you believe in the quality of your product.
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