Whether you realise it or not you are providing customer experience every time you answer your phone, the way you reply to your emails with your clients, the way you deal with problems, whether you’re good, bad or have room for improvement, you’re always subconsciously providing it.
According to Beyond Philosophy;
Customer Experience is a Customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organisation. This perception affects Customer behaviours and builds memories, which drive Customer Loyalty and affects the economic value an organisation generates.
Customer experience can be defined as digital experiences and interactions such as websites and smartphones – which measure how many clicks a site receives, how long someone spends on a site, whether they return and feedback. In other times customer experience can be described as retail or customer service, it can also be down to the speed of how quick a problem is solved in a call centre.
In order to make a long lasting impression on customer experience, you should focus on all of these things. It is a collection of occurrences, that the customer experiences whilst using your company. Even though you believe you are providing the best customer service that you can, you cannot always predict how their experience will be, and how they perceive it, or how they felt about it.
You should consider that;
With the world of Social Media being so easily available it provides users a platform to voice their opinion and complaints. If a customer of yours receives what they feel as poor customer service from you, expect to hear about it. People love complaining. It is so easy to tweet a company or leave a bad review online these days, it should be your duty to reply to these complaints as soon as possible and deal with them professionally. How you handle this negativity is key.
Customer experience on social media is not all doom and gloom, complainers are now more likely to contact you on social media rather than pick up the phone.
Dealing with unhappy customers on Social Media;
Keep an eye on social media search terms for negative tweets and negative reviews. If you catch these quickly enough you maybe be able to still help, solve and mend a broken relationship with company and customer. Not all negative comments are worth a response, know when to ignore abusive negative comments, where you know you won’t be able to make peace. Focus on what can you write.
Offer to ‘make it up’ to unhappy customers with a complimentary discount or replacement. Always communicate like a human, try not to be robotic. Imagine how you would feel in that situation and try to respond how you’d want to be responded to. Try and use your own name, this can help make your reply seem more sincere and personal. Always offer a real apology.
Don’t forget to try and respond in a timely manner!
Keep the discussion in public, people like to see how a tricky situation is handled and what you’re going to do to make it better. This is also a great way of earning word of mouth.
Check out these hilarious customer service tweets from some of the top brands on twitter! http://www.telegraph.co.uk/technology/2015/12/010/10-of-the-most-brilliant-customer-service-exchanges-ever-seen-on/
If negative customer experience is getting you down, try to think of it this way…
Everyone loves complaining, if they can they will, over the silliest of things. You’re not on your own, each company has their own problems and each set of their own unhappy customers. Don’t just bury your head in the sand, take action and fix what you can! Helping a customer and managing to put something right will earn you great word of mouth. People will praise your calm, professional approach to unhappy customers. This is a way of winning back your customers, rather than just losing them.
How do you handle critics? What’s your best solution to most problems? How do you make the most of negative comments? Let us know in the comments below, we’d love to know!