Customer Experience – Your #1 Worry
Want to get a good night’s sleep? Then forget the endless conference calls, the color of your logo, the amount of memory on your laptop or the shoes you’re wearing.
The number #1 thing you should worry about is customer experience.
Why? Because in this modern age everyone talks, shares, reviews and rates online.
So if you are going to stay up late at night trying to figure out how to perfect something, let it be this: are your customers happy?
Look at your Facebook page, your Twitter feed, your website, Instagram and Pinterest and take time out to read what people are saying about you. Customers will forgive so much if they love you – but they will only love you if they feel loved in return.
The statistics back this up: 86% of consumers will pay more for a better customer experience (source: RightNow Customer Experience Impact Report 2011), and according to the White House Office of Consumer Affairs, 13 per cent of dissatisfied customers tell more than 20 people about their experience.
That’s a lot of bad press if you don’t shut it down or change your customer experience goals.
So every time you deal with a client you need to make sure they feel loved.
And if their experience isn’t 100%, you need to address it head on. Assure them that they are important to you, reply online – be charming, visible and accountable at all times. Because the Internet is unforgiving, and once word spreads that you give crappy service, it stays out there for a very long time.
And that’s the stuff that nightmares are made of.