When it comes to running a business, even the little details matter – even that one little review can put a bad taste in a person’s mouth. Yes, data and big results are great for making big decisions, but ignoring all of the small things will add up and eventually lead to trouble. In fact, according to recent reports, 89 percent of consumer will choose to shop with a competitor if they have a bad customer experience. Here are a few things you should avoid in order to present customers with a great experience.
1. Make It Difficult.
While considering the purchase of something, nothing will discourage a person more than a process that is just too complicated. No one wants to be presented with excessive amounts of steps or crazy registration requirements. But what about outside of the Internet? Lack of staff, directionless store layouts, and out-of-stock items will ultimately drive customer to shop somewhere else.
2. Disregard Mobile. If you are a business who sells products online, it is in your best interest to create a mobile-friendly site. In today’s society, people are able to determine they want something, and then pull out their phone to do so. So, if you aren’t making your website user-friendly, you can be sure that they will find a website that is more convenient for their needs. Consider the most popular information that people will be searching for when on-the-go – phone numbers, directions, email link – these should be the focal point of your mobile website.
3. Remain Content. Just because your customers have always been loyal doesn’t mean they can’t be driven away. Staying up-to-date on the trends and expectations in your industry is essential to success. Your customers should be treated like the gems that they are, and if they aren’t, don’t assume they will continue to return.
4. Hire Wrong. Customer service is driven by your employees. Workers who are unhappy with their jobs will show that in their performance, and customers will take notice. By hiring the right people who obtain the right mindset and deserve to be a part of your business, you are also hiring someone who will create customer loyalty.
5. Think “It’s Not My Problem”. How many times have you approached someone at a business with a question or concern just to be passed along to another employee, and then another, and another? It’s an incredibly aggravating feeling that can lead to a customer taking their business elsewhere. If a customer is experiencing an issue, then it is everyone’s problem and it should be dealt with in a timely manner.
These are just a few of many ways to ruin a customer’s experience and lose them to a competitor. What other mistakes can you add to this list?