The “customer experience” is the result of every interaction a customer has had with your business, and ultimately refers to your customers’ holistic perception of their experience with you as a brand. A great customer experience is the key to success, as it not only informs your customers perception of your business, but it informs their decision to either keep coming back or to move their business elsewhere.
Personalizing Your Customer Experience In-Store And Online
When considering the in-store customer experience, even the smallest of measures can make a positive and long lasting impression. Chick-Fil-A, highly regarded as one of the best ranking franchise restaurants in the United States, does this exceptionally well in their signature service sign off which packs a punch at just two words: “My pleasure”. Aside from their food and being closed on Sundays, the phrase is one of the first things that comes to mind for their customers, and it’s indicative of the pleasant, friendly experience that they’ve come to expect from the franchise – no matter what location they happen to be visiting.
This customer experience elevation isn’t limited to in-person or in-store interactions, you can take the personalization offline and make just as big of an impact. For businesses with an online store, think of what your customers’ shopping experience might look like through their perspective. Is your website user friendly? After purchasing a product, what sort of email follow up or confirmation do they receive? When their purchase arrives, what can they expect to see or find? Local small businesses, such as Darcy Apparel, often include a quick handwritten “Thank you!” on branded stationery, a seemingly small but wonderfully personalized addition that customers are sure to remember.
Small Steps Towards Becoming A Big Deal
Ultimately, an elevated customer experience not only encourages customer retention and brand loyalty, but brand awareness, as these customers are also more likely to become advocates for your business, sharing their positive experience within their own unique network of friends, family, and co-workers.
Need help improving your customer experience that works best for you and your business? We can help. Give us a call at 479-925-8819 or get in touch with us online here.