For most of the time, customer experience is what can either make or break your business. Whether you sell products online or manage a local business in your city, keeping tabs with your customer’s thoughts whether it be online or offline is essential to know where you can grow your business based on their personal experiences and needs as a whole.
If you’re having trouble keeping customers or attracting them to your establishment, now is probably the time to formulate a customer experience strategy. Keep reading to learn more.
What causes bad customer experience?
A bad customer experience can drastically damage your business’s online reputation. Even with just five or ten 1-star online reviews, each with a really colorful comment can make any future customer not consider you as a great place to spend their money on.
If you’re wondering what actually causes poor customer experience, here are some of the most primary causes:
- Your employees are rude
- The line or wait is too long
- Customer needs are not met by your employees
Imagine yourself in a customer’s perspective. Think about the times when you were frustrated in a service. It might be one of the causes mentioned above, or for another whole entire reason. Quality customer experience varies per person, and it’s the job of the business owner to cater to those.
Opening yourself to listen to what your customers have to say about your business’s service quality is just the first step to a long process of providing excellent customer experience and business growth.
How to get started with improving your customer experience from your online reviews:
1. Keep track of your online reviews
Aside from word-to-mouth and/ peer-to-peer reviews, a customer usually goes online to leave or read reviews of businesses, most particularly in the local business setting.
Being a business owner who’s concerned with the reputation of her establishment’s reputation online, she always has to keep up with what her customers say about her business. But she doesn’t have any time of the day to look at it manually across different platforms.
By using the Meegle online review management tool, any busy business owner can spend a maximum of ten minutes of their day to check on their online reviews across different platforms in just one place and optimize their customer experience strategy.
Aside from review management, getting a general feel of your business reviews through a series of graphs and statistics is better than having no idea at all.
2. Analyze your online review data
If you want to go more in-depth with what your customers have to say, you can start with filtering your customer reviews by rating, date, or review source. Then, look for the similarities in these reviews.
With the first five to ten reviews, you will see a pattern as to where your customer service has lapsed on. Take note of these patterns by each rating level, then formulate a plan on how you can answer to these issues immediately and efficiently. Then run these issues and improvements to your employees and listen to what they have to say on the matter.
Having open communication between you, your employees, and your customers can blur the lines of misjudgments and unsatisfactory customer experience.
3. Audit your customer experience reviews
Auditing your customer experience is not just reading and analyzing your old reviews online. It is to gather current data from your actual customers directly.
Let’s say you run a restaurant business and you’re trying to gain more insights as to where you can improve your customer experience. You can directly ask your customers for feedback using Meegle’s Review Invites so you can go over their experience and thoughts right away in regards to your service.
Because you’re inviting customers to leave a feedback about your business, they might leave a high review or a bad one. Either way, responding to it is essential to let them know you’ve acknowledged and appreciated their review. If the feedback is quite a bad one, respond to it nonetheless, and give them the chance to share further about their experience in a private message. This gives the impression that you’re ready to do something about their experience.
If you’ve gathered enough customer reviews, list out the possible causes and scenarios as to what contributed to their experience. Simply imagining yourself in their shoes is enough to bring valuable lessons and mistakes that shouldn’t be overlooked in the customer service industry.
Be sure to check each step of the customer buying process. This might not be the usual things business owners and managers look at, but taking the time to process and think about in the customer’s perspective can be the start of skyrocketing your business success.
4. Always have multiple customer service options
You might think that the customer’s experience ends after the transaction process. Many might think it does, but for some businesses, it doesn’t.
Depending on your business type and model, your customers might reach out for further information or assistance on a product they bought from you. Making sure your customers can reach you in the most convenient way possible is paramount in keeping an excellent customer service experience even after the transaction process.
For a small and local business, you can set up customer service options with these:
- Social Media
- Website Contact Form
If you have more than active customers and/or you have multiple business branches in your state or country, make sure to offer customer service options on every appropriate platform to interact with your customers easily in any way.
Summed Up Wisdom
Customer experience is the most essential part of achieving business success. Creating a strategy to improve the quality of that experience is not only a smart move but also a justifying one. Customers are giving you their hard earned cash just so you could provide their needs, whether if it’s in terms of services or product. The least you could do is give them their money’s worth.
Portia is a Marketing Specialist at Meegle. She handles anything that involves SEO, Content Management, and everything else in between.