Recently, I was in a sound prohibited environment when I clicked an email link, which turned out to be a video. To my delight, the video did not auto-play and there was a full transcript directly below the video. I was able to read the content and move on to the next email, without interruption.
While this may seem like a small matter, it is the little things that cause you to lose customers. Stop focusing so much time and money on WOW-ing your customer with acts of grandeur, while underestimating minute details.
“Companies that prioritize customer experience generate 60% higher profits than their competitors” #ThatMakesProfitableSense:
Here are 3 examples of why I (as a customer) have stayed or left.
Example #1: I love a particular grocery store, simply because they put my cold items in blue bags and everything else in white bags. That decision didn’t cost the store more money or time but it makes a huge difference to their customer – and keeps me coming back.
Example #2: I stopped shopping at a particular home improvement store and a big box store because, too often, they only have self-checkout lanes open. I do not care to scan, bag and pay for my purchase.
Example #3: I visited a tire shop in a new town and requested 4 tires. After (1) taking the time to inspect my tires, they (2) informed me that I only needed two tires. When I need more tires – they will get my business.
What are you doing to irritate your customers?
Objectively, look at your processes through your customers’ experience and remove those pesky pebbles – immediately!
Originally published by Linette Montae on LinkedIn August 19, 2015