Tiny things can make a big difference to your customers. Being treated well often trumps price as the defining piece of a customer's experience. Companies should "sweat the small stuff" whenever they can, so customers don't have to. From Adam Helweh at Social Media Explorer
, here are some ways to honor your customers.
View Original Article and Author's Apple Customer Experience
- Hire employees that are customer-focused, rather than money-focused.
- Make your customers feel smart with great content.
- Your website should be easy to navigate.
- Make it easy to submit feedback and suggestions.
- Sell a product that is what you advertised.
- Simplify transactions. Selection to delivery should be easy.
- Share customer success stories, even when not directly related to your company's product/service.
- Quick, sincere, effective responses to your mistakes.
- Start by listening.
- Take ownership of customer issues, even if you aren't responsible ultimately for the resolution.
- Leave your emotional baggage at home.
- Have events that allow you to meet customers in person.
- Recommend other businesses that might benefit your customers.
- Don't make customers languish on hold.
- Empower your customer service staff to solve all possible issues.
- Be cheerful and polite.
- Easy customer communications over multiple channels.
- Feature customers and/or customer stories in a blog post or other social media.
- Include customer input in new product development.
- Unsubscribing from your newsletters should be easy as subscribing.
- Accept customer ratings and reviews of your product.
- Have a large enough staff to handle customer issues in a timely manner.
- No hidden fees or agendas.
- Easy product returns/exchanges.
- Allow customers to get to know your employees.