Your top priority as a business owner is fattening up that revenue stream, but there are a variety of different elements that contribute to it. What immediately comes to mind are things like product quality, good customer service, and marketing strategy. What about the subtle aspects of how a customer relates to and experiences your business?
Even though it may not be at the top of your list, fine-tuning the overall customer experience can be just as important as the aforementioned core concerns. The following are a few simple steps you can use to not only satisfy your customers, but to thoroughly impress them.
Everything should be easy to find.
For web designers, this is an essential part of their work because all the pages and content of a website have to be organized so that everything is exactly where the visitor expects it to be. It’s all part of a good user experience, and many of the same principles of UX also apply to a real-world store.
When your customer is walking through your store or office, it should only take them a few seconds to figure out where the product they are looking for will be, or where to go for assistance, or to make a purchase.
Even the restroom should not be so well-hidden that they aren’t sure if one even exists. Whether you’ve just got a website, or a traditional store, the customer should be able to flow through it with little effort.
Pay close attention to detail.
As with life in general, it’s the little things that really make the difference. It’s the well-placed small trees decorating your front entrance, the hand-built product shelves inside your store, the free samples that come with a purchase.
Right down to the color scheme used on your website, these things matter because your customers notice them. Every detail that contributes to the experience of buying a product or service from your business makes it that much more appealing to your customers.
A smile on everyone’s face.
There is a Chinese proverb that says, “A man without a smiling face must not open a shop.” We all know that business owners today have such a high level of stress, that you’re not likely to see a constant smile on their face.
Anyone who comes into contact with your customers, however, should be patient, kind, helpful, and as charismatic as they can be. At the center of every business are the people who work there. 9 times out of 10, people either love or loathe a business based on the quality of the interaction they have with the staff.
Packaging that pleases the senses.
One of the most effective ways to sell your product is to appeal to the 5 senses. In the same vein of what we’ve already been talking about, your customers’ experience should just feel good. All of the senses being stimulated will add to and shape their experience.
If you have a shop that sells various items, for example, the packaging used for those items can be made with an ergonomic and pleasantly creative design, so that people almost want to buy it just for the packaging.
It should be easy to make a purchase.
When you’re ready to leave a restaurant after having dinner, you’ll become fairly irritated if you have to wait too long for the check (as we all do). That feeling is pretty universal.
The last thing that should be difficult for your customers is to make a purchase. You won them over and convinced them to buy from you; if it’s confusing to make the purchase or takes too long, then people start to have second thoughts pretty quickly.
Try to pay attention to the details of your customers’ experience, whether it’s creating an inviting space at your brick-and-mortar store, or designing a simple and effective website. It’s the little things. Truly, the small efforts you make for your customers will always be worthwhile because they don’t go unnoticed.
Stephanie is the Marketing Director at Talkroute and has been featured in Forbes, Inc, and Entrepreneur as a leading authority on business and telecommunications.
Stephanie is also the chief editor and contributing author for the Talkroute blog helping more than 100k entrepreneurs to start, run, and grow their businesses.