Sometimes you can turn a bad situation around and blow the customer away in the process. Complaint resolution is another key factor in the customer experience.
Note: Trader Joe’s doesn’t usually provide delivery, but they made an exception.
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Use just-in-time inventory management (using historical data to reorder supplies ahead of anticipated demand) so you’re never over- or under-stocked, and partner with a reliable supplier who can fulfill large orders with a short turnaround.įinally, make it easy for customers to get in touch with a human for complaint resolution.Įxceeding customer expectations looks different for every business, but it can be as simple as working with a customer to create a custom item, sending a personalized thank you note or performing an act of kindness.Ĭase in point: a Trader Joe’s in Wayne, PA, delivered a week’s worth of groceries free of charge to an elderly gentleman who was stranded at home during a snowstorm. Data shows that 58% of consumers stop doing business with a company because of a single poor customer experience. Incorrect orders, late deliveries or appointment no-shows will motivate customers to spread the word about your business - but for all the wrong reasons. Provide thorough product descriptions, videos or photographs of the product in action. Make your site easy to navigate by enabling customers to self-identify their needs.įor example, you can provide a chatbot or intake form that asks new website visitors what product category they’re searching for and filter items by price range. One of the most common reasons for cart abandonment are an un-intuitive shopping process and lack of information. On average, only 1.53 percent of ecommerce website visits convert into a purchase, which suggests that most brands aren’t getting site functionality right.ĭon’t let a poor user experience cause would-be customers to abandon their shopping carts out of frustration. For example, if your restaurant bills itself as a family-friendly establishment serving healthy food, don’t ruin the experience by not providing enough space for baby strollers in the dining area. Make sure the experience you provide measures up to the branding. Attentive customer service, an effortless buying experience and products that perform as advertised are the key ingredients for a WOM-worthy experience. Sourcing and selling quality products are crucial to providing an outstanding customer experience. Providing an average or negative experience will not motivate customers to advocate for your business. In addition to providing a stellar product that solves a major pain point - these days, that’s table stakes - consider throwing in a personalized ‘Thank you’ note and free gift along with their online purchase.Whatever you do, aim to impress. Offering a standout customer experience that overshoots people’s expectations is the surest way to get them to rave about you.
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Here’s how to use word-of-mouth strategy to your advantage.
And while these conversations may seem entirely out of a business’s control and may even backfire - customers won’t hesitate to disparage brands that provide a poor experience - you have several strategies at your disposal to get people talking about your business in a positive light.Īmplified word-of-mouth (WOM) is when marketers launch campaigns designed to encourage or accelerate these naturally occurring conversations within their existing customer base. One of the most untapped (and inexpensive) marketing channels in existence, word-of-mouth marketing occurs when a brand wows a customer to such an extent that they tell their friends. If you’ve ever recommended a restaurant or sung the praises of your favorite clothing brand after receiving a compliment on your outfit, then you intuitively understand what word-of-mouth marketing is - and how powerful it can be.ĭid your friends and family take you up on your recommendation? Perhaps after doing so, they became loyal customers themselves and spread the word to their loved ones in turn.
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