Recipe for Success – Key Ingredients for Creating an Amazing Customer Experience
There is a strong correlation between a customer having a positive experience and their loyalty to your company. Give them an unforgettable experience with quality service, and they’re sure to keep coming back for more. This of course will sky-rocket your revenue.
Let’s make the perfect mixture and bake a customer experience cake!
The Ingredients
Flour
Flour makes up the base of any good cake. It takes a lot of flour to bring structure to a cake. The structure of your company should be built on the foundation of a customer-centric organization. This is the most important ingredient. Every employee should prioritize the customer in all of their decisions and actions.
Organize your team to meet customer needs by putting the right people in the right places. Don’t look solely at qualifications and experience. Pay attention to employees’/future hires’ characteristics that fit customer needs in various aspects of your company.
Make decisions democratically. Listen to employees on the front lines. They provide very important perspectives since they deal with customers. They are often the first to hear customer concerns. If you’re in corporate leadership, management, the front lines, or somewhere in between, put the customer first!
Sugar
Sugar provides the sweetness that any cake needs. What will endear any customer to your company? Empathy! Bring out those positive, caring emotions to sweeten customer experience.
Sometimes, customers will have complaints that you won’t be able to fix, or at least not on the spot. It’s inevitable. How do you keep them loyal to your company when that happens? Empathy! It doesn’t seem like much, but making customers feel heard goes a long way. Acknowledge their feelings.
Empathy also establishes a connection between you and your customers. This is how you build lasting relationships with your customers. Hear them out! Listen to their perspective and let it change yours. Don’t just pretend you care. Care!
Butter
Butter tenderizes the mixture. If used correctly, butter provides that “melt in your mouth” texture. There’s an ease in eating a cake like that. What puts customers at ease? Reliability. Be consistent with your ability to provide great customer service.
Customers want assistance as soon as a problem arises. That might be at 11:00 PM. People want you to be there for them 24/7. What do you do if your office is only open from 9-5? Maybe you don’t have the budget to hire customer service employees around the clock. Consider investing in a cheaper option: a business answering service. You’d be amazed how much this would affect your customers’ loyalty. Show them that you’re available no matter when their needs arise.
Baking Powder/Baking Soda
Baking powder increases the cake’s volume and gives it an airy texture. You want to send your customers up in the clouds in awe! Amaze them by using innovative technology. Show them what they haven’t seen before. Keep them engaged, and they’ll stick to your company because they’ll want to see more of what you have to offer.
Remember connection through empathy? Well, this is a more concrete way to stay connected. In our modern digital world, staying up to date on new technology is necessary. You don’t want your customers to think you’re behind the times. Don’t bore them; astound them!
Milk
Milk moisturizes the mixture. Everyone loves a moist cake, right? I think we’ve all tasted a grainy cake at some point in our lives. That’s never a good experience. The moisture in customer experience is trust. We’ve mentioned making connections through empathy and engagement. Now we need to nurture that connection. Trust nurtures your relationship with customers.
Be a trustworthy company. Be careful about fine prints and exclusions to rewards. Sure, making elaborate promises could help you with marketing. But too much of that, and your customers will think you won’t deliver on your promises. If you break their trust, it could take a while to gain it back. Remember, trust is earned over time.
Vanilla Extract
Vanilla enhances the other flavors in the mixture. It’s technically a spice, so the cake would be rather bland without it or another spice of some sort. Enthusiasm is the spice of customer service. A positive attitude and a genuine passion for your company will get customers excited, too.
No one wants to buy a product that your employees are indifferent about. This is a top-down process from corporate to employees to customers. Show your employees the same enthusiasm that you want them to impart on customers.
Salt
Salt balances out the sweetness. A little pinch goes a long way! Achieving a balance between quality of customer experience and upping your quantity of customers can be difficult. It might seem like you have too many customers to give them all an unforgettable experience.
The balancing factor here is efficiency. Efficiency doesn’t solely mean faster. It means maximum productivity with minimal waste. Don’t waste unnecessary time with customers. Make every second and every word count. Organization and preparation are key to accomplish efficiency.
Eggs
Eggs bind the ingredients together, gluing the mixture into one collective unit. You don’t want any cracks in the mixture, right? Who wants to eat a cake that’s falling apart? In the same way, you want to resolve any issues that your customers have to make sure they stick to your company. You want your customers to be on the same page as you, and you have to help them get there.
In customer service, First Contact Resolution (FCR) is key. Customers don’t want to have to call/come back. They want the problem to be fixed immediately, and they’re impressed when that happens. If FCR doesn’t happen, customers are 34% more likely to switch to one of your competitors.
Keep track of what problems arise for customers the most often, and train employees more thoroughly on those problems. Of course, also work on resolving the problem at its source. Put simply, if you find a crack in your product’s or service’s foundation, fix it!
There are many different types of cakes: chocolate, vanilla, red velvet, lemon, you name it! And cakes of the same kind even taste different: dark chocolate, fudge, German chocolate, etc. No two companies are exactly the same, and neither are your products and services even if you’re in the same business.
Add special ingredients to make your customer experience cake unique. Figure out what works best for your company. Identify your best trait, and spice things up to elevate that trait’s “flavor.” This is your “wow factor.” Making your product/service stand out will leave your customers in awe, giving them an unforgettable, amazing experience.
Connect with the industry’s most experienced team to learn more about how your workspace can improve your customer’s experience.
BOS Inspiration Centers
-
Roselle Headquarters
501 South Gary Avenue
Roselle, IL 60172
877.267.0267 -
BOS Chicago
325 N Wells St STE 110,
Chicago, IL 60654
312.670.8530 -
BOS Orlando
200 Technology Park
Lake Mary, FL 32746
407.805.9911 -
BOS Tampa
1600 East Eighth Ave, Ste C-201
Tampa, FL 33605
813.549.7310
Connect with Us
Email: info@bos.com
Phone: 877.267.0267