The customer is the true boss of a business. He is the only reason that keeps a company in the market. That is why providing the best shopping experience for them should be the manager's daily goal.
Customer experience, a translation of the English term customer experience , refers to the perceptions that the consumer has during the set of interactions with a brand. It is a concept that encompasses feelings before, during and after the acquisition of a product or contracting of a service. It is the internal evaluation that the customer makes to know to what extent their needs were met.
Providing good experiences is the main factor that influences the construction of a good institutional image in front of the external public. A satisfied customer will not only be a loyal partner for future negotiations but will also become a natural spokesperson for the qualities of that particular brand. In other words, good treatment of people generates the necessary cycle of development in which they buy, like, recommend and return.
Establishing strategic guidelines aimed at customer satisfaction should be a priority for any organization. However, in the case of micro and small businesses, this daily care must be redoubled, as it can become the biggest differentiator compared to large companies.
Competing with larger businesses can lead to several disadvantages in factors such as price and market reach. However, one of the main advantages of an SME is its ability to be closer to consumers throughout the entire purchasing chain, from prospecting to the support provided after the deal is closed.
Market research indicates that a good shopping experience can have more of an impact on customer satisfaction than the price offered. Therefore, a good manager must use his or her creativity to the fullest to provide a sense of satisfaction to those who use his or her brand.
Content
The importance of good service
Create a pleasant environment
Adopt fair prices
Practice experiential marketing
Know and listen to your customer
Pay attention to after-sales service
Offer quality products
The importance of good service
A purchase or a contract closing, whether virtual or in person, is an interaction between a consumer and a customer service representative, developed in several stages. As in any human relationship, the first step to achieving satisfaction is to treat the other person in the best possible way.
Respect, honesty, politeness and attention are some of the canadian cell phone numbers basic values that should be included in a professional relationship. In other words, the more humanized the service, the greater the chance of creating a well-received experience.
Providing good service is much more than presenting a product to someone in the hope that they will buy it. It is about being an attentive consultant who is willing to resolve any demand. More important than seeking isolated negotiations is focusing on building relationships.
Customer service should be considered in all possible interactions between the consumer and the business, from the purchase itself to the simple collection of information. It starts with prospecting customers, creating creative ways to attract them. Once attracted, the presentation of the product or service should be as pleasant as possible, done in a calm and attentive manner.
The sale must also take into account the buyer's needs, offering flexible payment methods, for example. After the sale, the service must be extended, with attentive exchange of goods, satisfaction assessment, adequate technical support, fulfillment of warranties and several other points.