Improving customer experience was one of the biggest goals for small to medium sized businesses in 2016. But now that we’re three quarters of the way through the year, have you really taken action to change customer experience in your organization? If you haven’t, it’s okay. Business operations can cause us to lose sight of the most well-intentioned goals. With 4 months left in 2016, there are still things you can do to improve customer experience now. Here’s a short list of actions you can take to immediately impact your customer experience:
- Upgrade your internet speed.
This is a huge one. You need the right amount of speed that will allow your employees to be as efficient as possible. Why? The ability of your sales, fulfillment and customer service teams to deliver on behalf of your customers is dependent upon how fast your internet is. The faster it is, the more customers they can serve more quickly – which means you save your customers’ valuable time and they appreciate that.
- Evaluate your processes.
Take the time to really dig into your processes. You don’t have to completely redevelop them or change everything you do, but odds are good that you can find a way to automate something that you’re doing manually. This may cut a few minutes off your process for order fulfillment or customer service delivery. Every minute you save is money saved and a minute that your employees can serve other customers. There’s time in there, you just need to find it. Your IT provider or IT strategist can usually dig into your processes and see where automation can happen and how technology can help you do that.
- Workstation upgrades and better tools.
Take a moment to do an inventory of your machines on hand and the age of each of them. If you’re not on a regular refresh plan, odds are good that your employees’ ability to deliver is being impacted by an aging machine. Develop a refresh strategy for the long term and in the meantime change out the biggest dinosaur machines that are in your arsenal.
- Survey your customers.
Sometimes the most simple way to improve something for someone is to ask them what you can do better. If you haven’t already implemented a small satisfaction questionnaire, you should do so. We use Nex.to for a one-click satisfaction measurement for our clients once a ticket is closed. We can easily look at metrics and delve into comments that are left when customers want to elaborate on their review of the experience. You should also implement quarterly surveys to get a better idea of the global satisfaction levels on your brand and company as a whole. This will give you a good idea of how you can change things to make the experience better for your customers.
If you don’t ask, you’ll never know. Take the time to make these small changes and get a better understanding of the state of your customer satisfaction rating. These four things are super simple and can be a complete game changer from a customer retention perspective. By upgrading your internet, doing some process evaluation, upgrading aging workstations and tools and doing simple customer surveys, you can significantly improve the levels of customer satisfaction in your organization.
Recommended for You Webcast, August 25th: Leveraging Your Existing Customers For Growth
4 Things You Can Do to Improve Customer Experience Now (Right Now)