Have you ever been in a situation where you purchased something from a company and after you bought from them, you either ran into a problem with the product and the company didn’t handle it as well as you deserved for it to be handled, or you had a bad experience with the company after your purchase, in general?
How did that make you feel?
Not good, I bet!
You probably felt taken advantage of. You were probably frustrated, annoyed, angry, sad….so many negative emotions come up when this happens!
This is customer experience at its worst.
Unfortunately, it does happen from time to time. Company’s don’t pay attention to what happens after the sale or how customers are treated after the sale. They become so focused on what happens before the sale in order to get the sale, but then they fall short when it comes time to the fulfillment of the sale or after the fulfillment of the sale.
Now, I am sure you are recalling a time when you had a “less than ideal” experience with “ABC Company” and some of those feelings are rising to the surface.
Must have been a pretty bad experience, for you, huh?
Now let’s flip the script – what if your client felt that way about your brand?
Not good, right?!
You want your clients to have the best experience with your brand as possible, you don’t want them to think anything bad about you, your products, your services OR your brand – am I right?
The end-to-end experience your clients have with your brand is in direct proportion with your ability to attract customers and retain customers. This is important because without customers, you wouldn’t have a business and bad news travels fast.
You don’t want them to feel like their needs aren’t being taken care of or that you took their money and ran – you want them to have the MOST AMAZING EXPERIENCE EVER so they have nothing to do but praise you and your company for the best customer experience they have ever received from any company, ever! (OK, maybe we can tone it down a notch, but you get what I mean 😉 )
Don’t even get me started on customer retention! It’s crazy how some people don’t realize that it costs less to keep a customer than to find a new one, which means you definitely want to up your game so your clients will be lifelong fans and advocates for your company. (I’m just saying!)
Now, my question to you is, how do you treat your clients after they buy from you?
Are you making sure your clients are having good experiences with your company? What do you do to make sure your customers stick with you for life?
Taking some time to evaluate the customer experience you bring to the table is a valuable thing to do as a business owner because it lets you see the areas where you may need some quick improvement in the way you do business and your ability to retain clients.