How to Improve Customer Experience


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As a business owner, reading the right books can help take you from struggling to thriving. There are books about everything to help your business grow, including marketing, biz development, and self-help.

And if you’ve read a book about personal development where you can apply it to your professional life, you’ve hit the jackpot!

The Four Agreements by Don Miguel Ruiz is that book. In case you’ve never read it…

In The Four Agreements, bestselling author don Miguel Ruiz reveals the source of self-limiting beliefs that rob us of joy and create needless suffering. Based on ancient Toltec wisdom, The Four Agreements offer a powerful code of conduct that can rapidly transform our lives to a new experience of freedom, true happiness, and love.

The Four Agreements
1. Be impeccable with your word.
2. Don’t take anything personally.
3. Don’t make assumptions.
4. Always do your best.

If you’ve read it and you’re not sure how this will improve your customer experience (CX), that’s what I’m here to tell you, so keep reading!


Your #1 priority, if you want to succeed, is providing a positive customer experience. By using The Four Agreements as your roadmap or guide (and have a user-friendly website), you’ll be able to turn a lead to a customer who wants to buy from you and tell their fam + friends all about you – which means more leads from referrals.. and the cycle continues.

Use the following tips to help you create and implement a great end-to-end CX.

Do what you say you will and when you say you will.
Provide great service from beginning to post-purchase.
Be transparent. Honest is the best policy.
Listen to your audience. Learn how to handle good and bad reviews.
Be consistent. Be on time.
Learn how to handle complaints – step back, listen, learn, thank them for feedback, find a solution, take action, and follow up.
Always say thanks!
Keep it friendly and professional – remember potential customers are watching.
Show up and add value to everything you do.

Make it easy for them with the right tools and resources. No reason to mess up in 2020 with all the resources available, like live chat and help desk software.
Don’t rely on OPP as your main source. Think about what happens if that platform changes or shuts down.
Make sure your website is user-friendly and has all the info they need to get in touch – email, number, hours available and when you’ll reach out. Add your footer and contact page. Add a link to your contact page in the menu.
Create a FAQ page or a knowledge base/help center. Add video with Loom. (Keep it simple and say no to tech jargon.)
Help them be great. Schedule time to walk them through your proposal or contract so there won’t be any surprises.
Ask the right questions to get a clear understanding of their needs/wants and likes/dislikes.
Know how they feel about their experience with your product or service. Use surveys and emails to learn more.
If you have a service-based business, create an intro packet/page to explain your onboarding process. You can also create a welcome packet so they’ll know what to expect and when.

Go through the buying process as a customer. Test on mobile and on another browser. Pay attention to roadblocks. Simplify where you can and create a customer-focused process. Improve it as you go.
Set up email autoresponders – don’t keep them waiting.
Engage with your audience – from social media and email.
Research and learn the basics from the pros about marketing, sales, customer service. Plenty of resources on Hubspot, Linkedin Learning, Google Digital, and Help Scout.
Create a strategy. Set goals and track results daily/weekly/monthly.
Get organized. Start using a CRM like Salesforce, Honeybook, 17Hats. Create a Standard Operating Procedure (SOP), templates, and scripts. This will make it easier for your new employee to get on board.
Don’t do it all. Get the help you need by hiring a team, virtual assistant or specialist. Treat them with respect. Train and teach them the ropes.
Make sure you take care of yourself.


Resources
Don’t Overlook Standard Operating Procedures: Use These Apps to Put Them in Place
Customer Support Process Checklist
5 Steps to Conduct a Customer Experience Audit
How to conduct a customer experience audit
Developing a Customer Experience Strategy that’ll Never Fail You!
How to Measure Customer Experience
Five questions brands need to answer to be customer first in the digital age
How to effectively respond to customer complaints
Popular books on customer relations
How to Write a Compelling Customer Support Email
What Every Entrepreneur Needs to Get Right About the Customer Experience
7 Ways to Create a Great Customer Experience Strategy
New Research: The ROI of Customer Experience
How Amazing Customer Service Can Help You Double Your Revenue
16 Customer Service Skills That Drive Every Business

About Marjy

INFJ. Island Girl (1804). NYer based in Atlanta. Loves long walks at record stores + helping service providers focus on the important things while I provide back-office and WordPress support. Read more about me here. Sign up for updates and free goodies to grow your blog and biz. Or follow me on Twitter, LinkedIn, Instagram.

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