As consumers, we are more demanding than ever. We want a quick, professional and personalised experience. This is not only due to our busier lives but advances in technology and big data mean that a slicker experience is now expected. Providing an excellent customer experience gives your business the opportunity to stand out from the competition and build customer loyalty. A great customer experience begins by understanding and knowing the following:
Previous information a customer has given you
This may seem obvious but (hopefully) you have a lot of clients and it can be difficult to keep track of everyone but for your client, you are their only supplier and so they expect you to know who they are and take an interest in them.
Being able to recall valuable details about their previous interactions with your company will make your customer feel valued and also shows that you are competent at what you do. For example, you can tailor product recommendations to each client, address them by their first name and make them feel special. Customers are much more likely to return when they have a great experience.
Any contact that they’ve had with you
It is important that you keep a record of every single interaction that a customer has with your business and yes that includes complaints. It’s not surprising that a customer doesn’t want to have to explain their situation every time that they contact you, that’s a why a system needs to be in place so that when a client contacts you, they can pick up the conversation where they left off. Make this information available to all necessary members of staff so that you can deliver a seamless, consistent service. If a client has contacted you with a specific request, try to resolve the problem or deal with the request as soon as you can, don’t wait for the customer to chase you again.
Running a business is not just about making sales, while this is a vital component of becoming successful if you deliver a poor customer experience you will damage your reputation and your ability to secure repeat custom. An excellent customer experience should stretch into every aspect of your business, including your financial and credit control departments.
Outsourcing your credit control to a third party like Commercial Domestic Investigations can help to maintain your reputation and your client relationships. If you need help with your credit control then contact our team on 08444 159200, use our contact form or email firstname.lastname@example.org.