How To Improve Customer Experience
As the heading of this article indicates it still amazes me that business owners still don’t see or understand the value how to improve customer experience & relationships utilizing the digital world.
I can almost guarantee, more than 90% of people reading this article would answer “YES”
Why, because this is the world we are living in now. We are now in the Digital Age and the question you should ask yourself… Is my business compliant to my customer all over experience?
The point I’m trying to make is that there are a lot that you as a business owner should think about how you can improve an all over customer experience.
Business owners are very quick to complain that sales are down, and blame it on the economy. Yes the economy does play a role, but are you differentiating your business from your competitor?
Today we have so many networking platforms like Facebook, LinkedIn, Google Plus, Twitter and many others, and yet business owners are very reluctant to take the time and effort to learn some of these free tools.
These tools can be used in many ways. Here are just a few:
- Let your customer have a voice
- Build a trustworthy relationship
- Build a qualified database
- Customer support
- Drive traffic to your website
- And much more…
These free networking tools should be seen as an extension and not replacing existing marketing strategies. The beauty of online platforms is because it is measurable and that makes a big difference to understand where your customers are spending their time.
Once you find your audience where they spend most of their time, then you should really start focusing on a network marketing plan and set goals how to improve customer experience which will automatically generate more sales.
People buy from people and if you read Brian Fetherstonhaugh “4 P’s are out and 4 E’s are in” you’ll understand the principle of Evangelism which is the advance form of word of mouth marketing.
You want customers to become advocates of your business and ambassadors of your brand. The beauty of these networking platforms is that more than 90% of people trust what people are saying online and specially who they have engaged or interact with.
From the moment people engage with your business, online or offline will lead towards how your business will be promoted.
The fact that so many people are engaging from a mobile device also raises 2 questions:
- Is your website mobile friendly?
- Do you have a Google listing?
I see so many websites that are not mobile friendly. What it simply means is that your website should respond to whatever size your device is without zooming in. There is of course also a difference between responding and mobile optimized platforms.
Google uses cell phone towers to allocate your position, therefore if you are searching from a mobile device for a product or service Google will take a lot of the information we discussed into account to position your business on the first page.
That includes the following:
- Mobile Optimized Site
- Social Engagement
- Google Listing
Social engagement is very important as this is a way for Google to understand that real people are interacting and talk about your product or services. This is why reputation plays such a big role as people tell how they experience their journey which makes it easier for the visitor to make a decision when deciding on calling or visiting your business.
Authorship of course is also another factor to consider as Google sees the real person behind the scenes.
As you can see there are so many factors when it comes to all over customer experience. It really is not just about your product benefits anymore.
In the next few weeks I’m going to outline some of these strategies and how you can implement them in your business, so make sure you subscribe to my blog and white list the email being send.
Please leave a comment and let me know your thoughts.