A lot of money is spent coming up with ways of making your customer happy. Give-aways, rebates, discounts, loyalty cards. All sorts of tricks of the trade. But in the end …
Customer experience is your customers’ perception of how your company treats them.
You don’t necessarily need bells, whistles and trampolines to provide an outrageous customer experience.
You just have to make people feel good about themselves. And about working with you and buying from you. You want them to tell others all about what you did for them!
So how good are you at making your customers happy?
Have you asked them recently?
Your Customers’ Experience Should Leave Them Feeling Good About Their Choice
You don’t necessarily need bells, whistles, and trampolines to provide an outrageous customer experience. Although it can help. A Gartner survey revealed 50% of consumer product investments in 2018 will be redirected to customer experience innovations.
Bottom line is you should focus on how to make people feel good about themselves. A customer’s experience with your organization should leave them with the feeling they made a good decision to choose YOU.
Because as we know – it’s all about them!
Where to Start
According to Deloitte, 62% of companies view customer experience delivered by the contact centers as a competitive differentiator.
Have you asked your customers if they feel they’ve made the right decision by buying from you, eating at your restaurant, banking with you, joining your spa, or doing business with you?
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According to the Gartner survey, companies that implement customer experience projects begin by focusing on ways they collect and analyze customer feedback. This is a great starting point for meeting your customers’ expectations. Source: https://www.superoffice.com/blog/customer-experience-statistics/ |
How Market Viewpoint Can Help
Collecting data and analyzing feedback seems like a costly and lengthy process. But it doesn’t have to be.
Based on what our customers have asked for, we are developing new products and programs to make it easy for you to assess customer experiences and satisfaction.
Our self-serve mystery shop product, Snap Shops, allows you to order your own mystery shops – one or several at a time. You can adjust the questions on our standard template to meet your needs. Great for small businesses with one to three locations.
Or we can provide you with on the spot mobile surveys, follow up surveys, and exit interviews. Our analytical and reporting system will show you exactly what your company needs to do to retain loyal customers.
And of course, we have customized mystery shopping programs where you can get ongoing objective feedback about experiences with your organization.
Ready to check in? Want to know your customers’ perceptions?
Contact us today for a free consultation to determine which of our services will work best for you!
After all, we want to keep you happy too!
If you liked this article and want more information about monitoring your customer perceptions and experiences, join the Market Viewpoint community by clicking here.
Contact me today to schedule a free mystery shopping or survey development consultation.