On today’s Business Beat, Jeff Sloan explains the importance of providing a supreme customer experience.
Tune in below to learn what consumers say that experience must have:
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Good morning, Paul! Business is competitive and consumers are fickle. Loyalty is much less of a factor today than ever as consumers have more choices than ever. They have higher expectations and you are not going to win their business, let alone the repeat business, if you don’t focus on the razor’s edge in terms of delivering a supreme customer experience. And that is whether you’re doing business online or in store. A new study of consumers in the U.S. and UK from customer experience management company Seidel Group shows that the majority of shoppers today view customer experience as one of the most important factors when making their purchasing decisions. The report found that one-third of consumers considered breaking up with a brand as a result of a single poor customer experience with the top causes for the breakup being unfriendly staff and slow service. Now the study offers up the following insights regarding the attributes customers most closely associate with when it comes to a brand providing that supreme level of customer experience. Here they are: Make sure your staff is helpful and friendly. Seventy percent of consumers indicate that this is the most important factor in the customer experience journey. No. 2, make sure you or your staff can provide fast responses to questions. Half of all consumers indicate that this is also critically important. Try using live chat on your website to make sure consumers get their questions answered quickly, rather than have to wait for an email response or worse wait on hold. No. 3, whether you’re doing business online or off, an easy-to-use and informative website really matters to consumers. Look, business is hard. It’s competitive. Do yourself a favor. Focus on providing a supreme customer experience and you will beat the competition and win more business. There you have it. Now go get ’em. I’m Jeff Sloan, founder and CEO of startupnation.com, and that’s today’s Business Beat on the Great Voice of the Great Lakes, WJR.