Customer experience: How successful organisations create lasting impressions

There are places you want to shop at again and again, and then there are the others. What makes the difference? What are these customer hacks?

While many businesses offer similar products and services, customer delight becomes the key differentiator.

How do we foster a mindset and culture that turn our customers into brand ambassadors?

Exceeding expectations is the easiest method that comes to mind. Delivering more than anticipated is a cornerstone of a phenomenal customer excellence culture.

Quality products and services that solve customer problems form the foundation of this culture. High-standard products equate to consistency, reliability, durability, performance, attention to detail, innovation, and value for money.

Outshining expectations attracts and retains more customers.

Read: How human-centred design shapes innovation and business growth

Take the example of making memorable coffee. To create a perfect cup, one must understand the entire process; from sourcing beans to brewing. It requires the best talent and the finest tools.

Have you ever been served by an enthusiastic salesperson? Someone who knows the product inside and out, is approachable, lively, and confident? A salesperson whose passion for the product is contagious?

These skilled individuals leave you feeling good and eager to return. Organisations that invest in training, coaching, and mentoring their teams develop this finesse and panache, resulting in personalised, agile service. In customer delightfulness it is momentous to hire well.

Using emotional intelligence to connect with customers creates lasting impressions.

Many sellers focus on transactions, but emotional engagement makes an impact on the customer’s mind.

Anticipating customer needs is another key factor. Customer behaviour is constantly evolving, and a customer-centric culture must be proactive in adapting—or even leading—those changes.

Business owners should leverage customer data to generate insights. Data is critical to promoting a customer-centric way of doing business. Simply having data is not enough; the ability to draw actionable insights is the goldmine.

Savvy customer strategists use demographic, behavioral, transactional, and psychographic data to create better products and services. This data builds solid relationships, drives innovation, and enhances the customer experience.

Customer feedback can be a bedrock for improvement. Even negative feedback, when handled well, offers a chance to boost customer satisfaction, loyalty, and brand credibility. Ultimately, customer communication can be a significant competitive advantage.

Some establishments have become great through telling captivating stories. If you look at great entrepreneurs they know the essence of telling good narratives for their businesses. We all love captivating stories. Stories can keep customers coming. This is why public speaking is important for excellence.

Creating an excellent ambience for customers to be served can definitely elevate their happy hormones.

Does offering rewards like loyalty points sustain customer experience? Yes, they do. Customers who shop more frequently can be identified and rewarded with discounts or some merchandises. Customer rewards keeps your business in good standing.

Magoma is an award-winning HR professional and trainer. [email protected]