Businesses must stay focused on their customers in everything they do. Those that know how to go about this differ dramatically from their competitors. Such businesses even exceed customer expectations in order to create truly happy customers.
And the best thing about it is that they behave like this consistently, according to an article on the management-issues.com website. So what should you be doing?
- Be quick: Respond to enquiries and be prepared to deal with complaints with unexpected speed. Surprising your customers in a positive way is the best thing you can do.
- Be easy to buy from: Make it simple for anyone to deal with you – both online and offline. Nor does this concern only sales; it applies to every single department.
- Go the extra mile: Satisfy your customers by exceeding their expectations. And it is not only a matter of offering discounts: aim to create genuine and personalised customer experiences.
- Be consistent: By exceeding expectations, you are raising the bar. And you need to keep raising it. Remember that in this way you are also drawing further ahead of your competitors.
- When things go wrong, be proactive: Be willing to spot and deal with customer disappointment, which is bound to happen. Don’t turn a blind eye to it: if you make a mistake somewhere, you still need to be able to sustain your customers. You can even take this a stage further: adopt the mindset that any misstep is a chance to turn the customer into an advocate of your brand.
- Empower your staff: Be bold and encourage your employees to act spontaneously and take the initiative. Empowerment is about giving people permission and authority to deliver great customer experiences.
-jk-