Five ways to improve your business’s customer experience.

When’s the last time you analyzed your customer experience? Last month? Last year? Never? As challenges such as rising costs and a limited labor market make it more difficult to run your business, focusing on customer satisfaction can help maintain and even boost profitability.

Understand your customers’ wants and needs

What you currently offer might not necessarily be what your customers are looking for. Dive deeper into what your customers actually want and need to benefit their lives.

There are many ways to discover what your customers really think, including surveys and focus groups, analyzing comments and complaints on social media, etc. Overall, identify the gaps between what you offer and what your customers want, then develop solutions to bridge those gaps.

Upskill long-time employees

Almost every manager knows the value of training new employees. Yet, many still overlook the value of upskilling their long-time employees.

Upskilling is the process of improving an employee’s skills. Your investment in upskilling shows employees that you care. Additionally, it provides a way for folks to advance their careers. The payoff? According to Forbes, upskilling reliably improves morale and overall productivity, which ultimately translates to a better customer experience. After all, who’s more likely to provide stellar customer service; an employee with low or high morale?

Customers are willing to pay more when they feel appreciated

Providing a premium customer experience creates measurable gains. According to PwC, great experiences command up to a 16% premium on products and services. On the flip side, 17% of customers will walk away after just one bad experience.

Satisfied customers can become brand advocates

One of the most powerful tools in gaining new customers is word-of-mouth recommendations from satisfied customers. Your investment in improving customer experience does double duty by keeping customers happy and helping attract new customers.

Provide seamless transactions

Part of providing an outstanding customer experience is making transactions seamless. With Consumers merchant services, you can accept credit card payments with ease. To learn more, talk to one of our knowledgeable Commercial Loan Officers.

Do you have business banking questions? Contact our knowledgeable Commercial Loan Officers online or call 800-991-2221. We’re also available to help in person at your local office.

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