Make the Customer Gush!

Whether it is the product you are selling or the service you are offering, you should make sure that the customer experience is exceptional. The customer should go away from the buying experience feeling happy. And what do you do when you are happy? You share your experiences in a manner that moves the people around you.

The customer’s happiness ensures that they share a positive story about your product, your service and even you. They might tell their friends about what they bought. They might influence their next purchase decision. And most of all, if they are happy, they will recommend to their friends that they buy from you.

Make sure when the customer walks in that they feel you are paying attention to their needs. Whether it is selling convenience items or high involvement products, the customer needs to feel cared for. How would you feel when you go to a store and the people are more engrossed in their phones or hunched up in a group while you are left to fend for yourself? Would you recommend that store to someone? Most probably not. Chances are you will not even remember the names of the people who eventually did attend you.

However, when you walk into a store and are greeted by a person who pays attention to you right off the bat, listens to your needs, offers you their options based on their knowledge of their products, and ensures you have a smooth experience till the moment you walk out the door, you are not only likely to remember the store and come back to it, you are likely to ask for the sales person’s name. You will not only recommend your friends to buy from this place, you are also likely to recommend that you ask for the sales person attending you.

This applies to the era of e-commerce and online stores as much as it applies to traditional brick and mortar stores. While you may not have a physical sales person in an online store, you need to make the shopping experience online hassle free and enjoyable. Create interesting content, provide crisp, clear product information, display product photographs and create a hassle-free checkout experience. Have customer services ready for online chats and if necessary for voice chats so they can guide the customers through. Provide options for delivery that are prompt and secure, so the customer is also happy once they get the order delivered. Follow up, but do not hassle, the customer for their experience and ask for the review. A good customer experience will prompt the customer to write rave reviews for your product or service. This in turn will prompt more people to try your product or service.

Be consistent in providing a good experience, make happy customers and you are sure to ensure your customer base and your revenues will keep growing.