If there is one constant in commerce, it’s that no business would survive long without customers. This is why so much emphasis is placed on improving the Customer Experience, CX, and is especially important to businesses seeking major growth and/or customer retention. Are you looking for ways of improving CX within your organisation? If so, the following information may give you a good place to start.
Understand the Importance of the Waiting Area
Unfortunately, this is one of the most overlooked aspects of CX for those businesses that meet regularly with clients or customers. Even when setting appointments, there are times when wait times are more than a few minutes. Whether your previous appointment ran longer than expected or the customer arrived early, it helps to have a welcoming waiting area for them. Here it pays to think outside the box. For example, instead of piling magazines around the room or providing a large flatscreen television to keep them occupied, why not set up lovely garden space for use in warmer months if you have the room to do so?
Provide a comfortable garden sofa set for them to relax on and perhaps have a fountain flowing in the background. Other ideas might include having beverages available or maybe providing a concierge who can welcome them warmly. Any comforts you can provide will certainly improve their experience during an unexpected wait.
Greet Them as the Important Person They Are
Speaking of the concierge mentioned above, every customer wants to know that they are more than just a number. They want to know that they are important to you and today’s consumer values relationships as much as they do the quality and value of the product. Research shows that this is especially important among millennials who actually have the most buying power in today’s market. If you want to grow your business, let each and every customer know that they are valued.
If you’ve set up a waiting area in a garden, it may even help to meet outside from time to time. Fresh air and relaxed surroundings often put them at ease to discuss some of the concerns they may have been reluctant to voice. Join them on a garden bench seat to help them relax enough to open up a bit. Remember, your customers are the backbone of your business so each and everyone truly is important to you in so many ways.
Remember to Follow Up Every Meeting
Finally, it is important to remember to follow up on as many appointments as you possibly can. While you have taken the time to meet with them in a more relaxed setting, nothing is accomplished if they don’t feel the sincerity behind your efforts. Customer experience is significantly heightened when they feel your attempt to build that solid relationship is genuine and you can also assess their level of satisfaction at this time. Whether or not they’ve left with any concerns, they simply want to know they are important and that you truly value their business.