Great Customer Experience Tips for Weathering the Retail Storm

Take the details personally

Clients and customers need to feel like their minds are being read. Here are ways to stand out:

  • Develop conversations with your customer or observe them to discover their likes and dislikes.
  • Find the patterns of behavior of your suppliers to counteract any gaps in service and make good use of their strengths. This indirectly but positively effects the end user resulting in a great customer experience.
  • In B2B settings, pay close attention to the content within your client’s emails which will help you to “predict” their specific needs.

Be consistently consistent

Ways to systematize your business processes and client preferences include:

  • Create an accessible database of client and supplier preferences
  • Provide updated checklists that can be easily followed by your staff and suppliers
  • Make it protocol to ask yourself who needs to know incoming information so that operations run smoothly and efficiently
  • Write operation manuals for every single business process needed to run the company
  • Be diligent about employee training and providing the right tools

Let them fish

How can you create a culture of autonomy in your company?

  • Hire people you can trust
  • Train thoroughly
  • Provide them with whatever tools are necessary to help their customers
  • Let them take ownership of the project from beginning to end
  • Show your employees that you do trust them by empowering them to make their own decisions
  • Allow a platform for open communication between management and staff

People Will Forget What You Did, But People Will Never Forget How You Made Them Feel

How can your company create emotional connections?

  • Allow your customers to review you and be sure to address any negative reviews promptly
  • Create a Twitter account with a face, rather than a logo and have non-sales conversations with other Twitter users
  • Treat employees like family and customers like friends
  • Promote your client’s brands and products
  • Separate the sales process from the brand exploration process
  • Inject humor into the company culture

Those Who Fail to Learn From History Are Doomed to Repeat It

What steps can be taken to ensure we learn from our experiences?

  • Keep an open mind
  • Create a company culture where employees feel safe enough to be honest about improvements that need to be made.
  • Have post mortem meetings to find out what has and hasn’t been working
  • Have premortem meetings to create failure scenarios and provide reasons for each failure.
  • Write and update any new processes
  • Communicate any changes to all parties involved and implement changes

--

--

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Ann Marie Alanes

Ann Marie Alanes

Pastry-loving stan of the NFT crypto art and music space, and your self-appointed stylist. I am not funny.