Posted in Management Best Practices

Audit Your Customer Experience to Increase Profitability

From the moment a customer clicks on your website, your company is creating an experience for them—and if you want it to be successful, you need to make it positive.

A great customer experience can lead to higher satisfaction, repeat business, and the long-term success of both parties. In a recent survey, nearly 50 percent of business professionals listed improving customer experience as their top business priority in the next 5 years, and research by American Express reveals that 86 percent of customers are willing to pay more for a better experience.

Do you know what it’s like to do business with your company? Auditing your customer experience can give you valuable information about improving your service—and your business’s bottom line.

Consider these ways of improving your customer experience:

Map Your Customer Contact Points

Before changing your approach, it’s wise to outline every step your customers take when interacting with your company, including conversations on social media, customer service calls, and engagements with the contact form on your website. Consider any contact a customer has with your company as an opportunity to create a great experience.

Assess Gaps

After walking your customer experience, you may notice gaps: places where lack of communication or poor customer service creates an opportunity for a customer to choose a competitor. Common gaps include slow response to inquiries, missing contact information or incorrect hours of operation on a website, and lack of support after purchase. Think of ways to fill those gaps—and create a more enjoyable experience for your customers.

Ask for Feedback

Your customers’ needs are constantly changing. You can’t always predict how to best meet their expectations, but you can ask your customers if they are happy with your service. If they are—wonderful! Consider asking them to write a review so that other customers can find your business. Customers who report a poor experience can also help your bottom line. They will provide insight into your gaps—and how to improve your products or service in the future.

Looking to recruit loyal, hardworking talent to represent your business?

PrideStaff can deliver great people with the skills, experience, and motivation to positively impact your company. Contact your local PrideStaff office today to learn how we can help you create a great experience for your customers.

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