Is customer experience a top priority for your business? If not, you could be losing market share. Often, customer experience is the only way you can successfully separate your product or service from the competition. According to a 2021 survey by SuperOffice, 45.9% of businesses placed customer experience as their top priority over the next five years.
Not only is customer experience important for differentiating your business, but it’s also great for your bottom line. A 2018 Gladly research report showed 68% of consumers said they were willing to pay more for a product or service from a company that offers good customer experiences.
If you’re looking to improve your customer experience and build your customer loyalty, BigSpeak Speakers Bureau works with the top customer experience keynote speakers in the business. These customer experience experts are successful entrepreneurs, marketing experts, and thought leaders. They have improved the customer experience at Netflix, Apple, Harley Davidson, and more.
To get you started, here are four ways you can improve your customer experience in 2022.
1) Make People Feel Seen, Heard, and Remembered
Customers and clients love to be remembered. Customer service expert and bestselling author of Molly’s Game Molly Bloom says you need to make customers feel seen and heard from their first interaction to the last.
When Molly was building her successful poker business, she knew the only way to keep players coming back was to make them feel special. So she trained her staff to pay attention. She taught them to really listen, not be in a hurry, and ask questions to get to know the clients better. Not only would paying attention make clients feel noticed but it would also help serve the staff better to help the client the next time.
2) Learn to Exceed Expectations
If you want your customers to have a great experience, you need to learn to exceed their expectations. Exceeding their expectations will give them joy, says Customer Loyalty keynote speaker and former Director of Communications at Harley-Davidson Ken Schmidt. Exceeding expectations could be as simple as offering water or snacks when someone enters your business or quickly resolving a customer complaint.
The secret to exceeding expectations at Harley-Davidson was to answer these three questions.
- What are people saying about us?
- What do we want them to say?
- What are we doing to make them say it?
3) Embrace Customer Feedback
Customers complaints are a great way to improve customer experience, says Netflix founding executive Mitch Lowe. The trick to improving the overall customer experience is to focus on passively satisfied customers. These are the people whose expectations are being met but not exceeded. They like your service but won’t rave about it
Netflix used the Net Promoter Score (NPS) survey to identify passively satisfied customers. Then they read the feedback of customers who liked the Netflix movie service but weren’t wowed by it. By focusing on the feedback of this group, Netflix was able to change its service to exceed expectations and grow its company.
4) Make it Personal
The quickest way to improve the client’s and customer’s experience is through emotion. You need to make the experience personal. Customer Experience expert Duncan Wardle and former VP of Innovation and Creativity at Disney, says you can do this by discussing how your product or service has impacted your own life or how it might impact the customers. When you make the experience personal, the customers feel like they’re talking to an actual human rather than a robot. They come away with a more memorable and long-lasting experience.
