We asked our clients to leave us a review online- here’s what happened. They did… Not only did they leave reviews, they left raving reviews. It certainly reminds you of the old saying, “Ask and you shall receive”. Not only did we want the feedback from our existing customers, but we also wanted to communicate to potential customers the type of company they could expect to work with once they chose to ship with us.
If you are a fellow business owner, you may have thought about how to turn a first-time customer of yours into a repeat customer who recommends your company, posts about you on social media, and uses your products or services all the time. Never underestimate the power of a great customer experience! Customers who’s expectations have been exceeded when using your product or service will turn to you, again and again, write positive reviews for you online , and even recommend you to their friends and relatives. But what can you do to make a customer’s experience into one that will get them singing your praises?
- Be experts in the industry, and provide a wealth of valuable information. It’s important to be a trusted and well-known resource in your industry. In today’s world, it is not about just selling your product or service, it is about meeting the specific needs and solving the problems of the customer. And before deciding on a purchase, customers usually need a lot of information. If you provide them with the information they’re looking for, you establish yourself as a knowledgeable, helpful expert that they can turn to with questions. In the same vein, it’s important to be able to perceive your customer’s future needs. Understand what’s important to them. Always provide room for feedback, and put in an honest effort to improve in the ways they suggest.
- Provide fantastic customer service at all times. Put yourself out there and provide the best possible service, in person, online, and by phone. Go the extra mile to make yourself available to customers when they need you the most. If people know they can count on you to have their questions answered, they know you can be relied on in other ways too. In fact, an Oracle Customer Experience Impact Report notes that 86% of customers will pay more for a better customer experience. Try to respond to questions, complaints, or just general comments in real time, using tools like Facebook Messenger, or the appropriate software like the product TruckMate that we use for our trucking company.
- Go above and beyond to give your customers the special treatment they deserve. If a customer buys your product, gives you a great review, or generates a referral for you, let them know how much you appreciate what they did. A coupon, promo code, free gift, or even just a shout out on social media will let them know that their business is appreciated and will make them feel special. In addition, these practices can potentially turn a one-time customer into a repeat customer. From there, you have a lifelong fan! Ask them to write a review on social media, and you’ll get real-life, honest words from a happy customer.
- Apologize if necessary – even if a customer isn’t happy with the product or service they received, they aren’t a lost cause, and you may even be able to turn them around. Apologize, and be sincere about it. Offer to show them that it was a one-time error and that you’re committed to making it right for them. People tend to pay more attention to negative reviews, so always make an effort to change their mind. It’s all about people feeling valued and listened to as a customer, and you have to go the extra mile to let them know that you’re working hard to solve their problem.
Providing a great customer experience isn’t always easy, especially if it means putting yourself on the line, but it’s definitely worth it. It’s key to be reliable, informative, caring, and responsive. If customers see you putting forth the effort needed to make their experience great, they will help by recommending your business to others, and in turn, help you grow your business.