Creating A Positive 'Customer Experience' = Keeping Your Customers Loyal
One of the basic concepts that so many entrepreneurs, salesmen and small business owners fail to understand is: Customer Experience. This can literally build or kill your business.The tragedy is that customer experience is not taught in the Harvard business school. What is customer experience? Studies have shown that when it comes to purchasing a product or a service, one of the main deciding factors in the purchasing process is the customers experience with the company he or she is dealing with. Even though the price may be a bit higher the customer will still go for it because of the positive experience. I am subscribed to many mailing lists and I always find it interesting when people post a note stating "Services", Every so often I will send an email for the heck of it to see how they respond. For example I may ask: "How much is your product?" or "What is your experience?" - I would say that in 95% of the cases - people usually respond 24 to 48 hours later. This is sad. This is why so many businesses fail. It's these little things that knock so many businesses out right from the beginning. When a potential customer emails you they expect a quick response. If they get a late response then they know that if they decide to go with you and your services - they will get the same treatment again. Creating a positive customer experience starts from the very first initial contact with the prospect - until the very end when the project has been completed. Focus on the details: - When the customer ask you to call as a certain time - call when he asked you to ! - Its also about responding to every email - With a proper response: Hi Mr. ..... - Update your customer during the project. I'm sure you get the point. Its the little things that make a huge difference! This is also relevant to potential customers who said 'no' to your product or services. Why? Because they will remember your response and many times they may bounce back because you left a good impression on them or they will refer someone else to your business. (which happened to us recently here at iyazam.com!) The money is in the repeat business you get. When you create a loyal client or customer base - my dear friends - that's where the money is. So why would you want to screw it up?
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