Home Business Insights & Advice Keeping your customers’ experience front and centre

Keeping your customers’ experience front and centre

by Sarah Dunsby
31st May 23 10:01 am

If you want your business to be successful, then the main thing you will always need to focus on is that your customers are happy. And for them to be happy, you have to make sure that their experience is as good as possible. This is the kind of thing that you can certainly always improve upon no matter what, so that is something to bear in mind here. But the question is how exactly you can hope to do so, and that is something that can take a little unpicking in order to become clear.

In this post, we are going to take a look through some of the main ways to keep your customers’ experience front and center, so that you can hope to provide them with the best experience possible. As long as you are doing the following, that should be a lot easier than you might have imagined, and the results will be a lot better too. Let’s take a look.

Defining customer experience

If you are only just starting to think in these terms, you might want to first know what customer experience is and how we can define it. Really, you can think of this as the whole journey that the customer takes when they shop with you or use your service or product. That begins upon seeing some marketing or the product on a shelf, and ends with the ongoing support that you may provide after they have purchased the product or the service. In any case, this is what we are talking about here.

The better the customer experience is, the happier they are going to be, which will result in a much more successful business. So let’s now dive into considering how you can improve the customers’ experience as much as possible.


Build your strategy around the customer

The main thing that we mean when we say keeping your customers’ experience front and center is that you need to try and build your strategy around the customer, rather than building a strategy and then hoping for the right customer to come along. A lot of businesses do try that second way, and in truth it rarely works out for the best, so you are much better off trying it the other way around. Make sure that you are doing this, and it will be the main way that you can keep the customer at the heart of what you do.

Consider the customer in every decision

As well as that, you can make it a rule of thumb to consider the customer in every decision that you make as well. This is a really powerful way to ensure that you are certainly keeping them happy, and it’s something that is really worth focusing on. Every time you are going to make a change, make sure that you are thinking about the long-term and immediate effects that it will have on the customer, and do all you can to keep them at the center of it. This is a really good rule that you should make sure to always follow as best as you can.

Place the right tools in position

There are a lot of tools that are specifically designed to help you with creating a better customer experience, so clearly you are really going to benefit from having these in place. A good example would be to have something like a CRM platform, where you can ensure that everything you do in relation to the customer is taken through that tool. The market leader is probably HubSpot, and you might want to get help with your HubSpot migration if you are currently using a different system. However you do it, just make sure you have the right tools in place.

Understand customer value

You also need to have a generally strong understanding of customer value, because this will inform your decisions and ensure that you are doing all you can to keep the customer as happy as possible. You need to know, in other words, what it is that tends to be really important to your customers, and the clearer you can get on this, the better it is going to be for your customers’ experience. So think about this, and ask yourself what it is that your customers specifically look for in the service. Just having a good sense of this is going to help you out a great deal.

Be honest in your dealings

In all dealings with the customer, you need to make sure that you are as honest as can be. This is really an unavoidable thing, and it’s something that you are probably going to find quite vital if you are considering trying to keep your customers as happy as possible. Being honest in your dealings is something that you can certainly get right, and it will mean that you are going to be much more the kind of company that your customers actually want to deal with. Make sure that you follow this approach in marketing as well as in your direct dealings with customers.

Seek feedback and action on it

You should also be seeking feedback wherever possible, because that is going to help you to have a much better approach to knowing how to manage your customers. Really, the feedback that you receive is one of the most useful data sets you can find anywhere when you are trying to figure out the best way to be with your customers, so it’s something that you should make sure that you are thinking about. If you can purposefully seek it out and take action on it, then that is going to help you to create a much more valuable experience for the customer in no time at all.

Those are just the main things you can do to keep your customers’ experience front and center of everything you do. And once you are doing that, it is going to lead to some huge improvements across the board.

Leave a Comment


Sign up to our daily news alerts

[ms-form id=1]