thoughts on providing excellent ​customer service

Systems + Processes | ​Audio Post

How do you create loyal, lifelong customers who feel close to your brand and sing its praises to everyone they know?

​Simple. You offer excellent products or services and customer experiences that are completely focused on your ideal customers and their needs. Remember, it's not just the interaction you have with your customers that contributes to their experience with your business. Rather, it's every single point of contact you have with your customer, whether in-person at your offline store, or virtually through social media or your website.

In fact, it's not only direct communication but also indirect communication that contributes to this experience.

​Click here to read what ​I (and 41 others) have to say on this topic.

​Why you need a branded customer experience

Your brand and the experience you offer customers are intimately related. This is a bit of an oversimplification, but the brand sets the tone for the overall experience. It's instrumental in setting expectations, which is a key part of the experience. Therefore, the actual experience should live up to expectations set by the brand.

​​8 ways to research your current customer experience

Is the actual experience you deliver your customers in-line with the experience you're trying to deliver? There's only one sure way to know and that's to conduct research. You need real, objective data from your customers. Your own assumptions aren't enough. Here are ​eight ways to gather the research you need.

​how to align the customer experience with your core values

Every business should make sure its core business values and the customer experience it delivers match. If there's a disconnect between your stated core values and the service you actually deliver, it's likely to cost you a great deal in customer trust.

Below are 20 important areas where you need to consider your customers' experiences. You may understand many of these already, but this exhaustive list will also have more than a handful that you've never considered before. 

  • Your store
  • Advertising
  • Phone calls
  • Catalog
  • Word of mouth
  • Testimonials
  • Marketing emails
  • ​Community events
  • Networking events
  • Your website
  • Your blog
  • ​Social media
  • The sale
  • Your products or services
  • ​Customer service emails
  • Follow ups
  • Ratings and reviews
  • Support calls
  • Billing​
  • ​Setting

Download my Delivering Excellent Customer Service
tip sheet

for a few ​ideas on how you ​can improve the customer experience ​across each of the above touch points​.

About Me

I help solopreneurs design communication strategies to launch their products and services, nurture their audiences and grow their businesses.

Contact Me

PO Box 23
Oak Creek, Wisconsin 53154