Why a Customer's Experience Matters and How You Can Improve it
Posted by Corey Smith on Apr 12, 2019 9:22:00 AM
Years ago, I was at a conference in Orlando, Florida and happened to stay across the street from Downtown Disney. I spent each of my nights there walking around, riding the water taxi, eating dinner and just relaxing. Usually when I travel for work, it’s all about work. Rarely do I find the time to enjoy my surroundings, so this was new for me.
I started thinking a bit about what Disney knows how to do right, and that is to provide the customer an experience that they won't forget. As I sat there one evening eating dinner I realized that my reality seemed suspended for a short while.
Think about Las Vegas. Every so often, a casino will be torn down so that there can be room made for a new one. The casinos get bigger and better. Moreover, they are all designed to give the visitors an experience that is otherworldly. It’s a design that is meant to suspend reality.
Now, I can understand that people want different experiences, but which experience do you think fosters a sense of excitement for your customers? Which experience do you think causes people to tell their friends? Which experience is worth more to the consumer?
No matter your industry, if you create an experience that your target audience will love, then they are more likely to continue doing business with you.
How to Create A Positive and Memorable Customer Experience
You know how everyone always says, "Don't sweat the small stuff"? Well, when it comes to customer experience, you can't afford NOT to sweat the small stuff. Every detail matters. Spend your time creating more 'WOW' moments for your customers by honing in on the things they care about.
Here are some practical things you can do to create a better customer experience:
- Quick resolutions to issues that arise
- Solid support for your customers
- Easy access to answers with something like an FAQ page on your website
- Build trust through consistency and transparency
- Listen to what your target demographic wants and adapt to fit their needs
- Personalize a customer's experience wherever you can
- Show your appreciation for those who choose to do business with you
- Go the extra mile to delight them into telling others about you
The more customer-focused you are, the greater the potential is to see success in your business.
Written by Corey Smith
Corey Smith is the founder of Tribute Media and serves as the Digital Marketing Strategist. He is also the author of "Do It Right: A CEO's Guide to Web Strategy" and "Tweet It Right: A CEO's Guide to Twitter."