The customer experience is the one thing every business owner needs to prioritize, especially when considering how to mitigate ruinous customer experience issues. When you can deliver a good experience, mistakes, slip-ups, and accidents won’t be anywhere near as damaging to your business’ reputation. For example, if something goes missing in the mail, or a customer asks for their money back, that excellent customer experience will ensure the reviews stay high!
But when you’re trying to create a good customer experience, what do you need to focus on? Not just what you do well already, but the common issues that crop up when you’re trying to deliver something exceptional to those shopping with you. And because of that, here are three of the most ruinous customer experience issues you should control for now.
1. A Lack of Customer Service
Customer service is all about providing a good experience. When your customers feel like they’re being treated well, they’re more likely to shop with you AND pay higher prices. As such, adapt your business operations to suit the expectations of the shopping generation.
Even when you’re an online business, it’s best to have well trained staff on the other side of the chat box and telephone. You need your customers to feel like they’re being treated with care and respect, and that the person they’re talking to will be able to solve their problem for them.
2. Issues with Payment
Deciding on how to take payment from your customers is a big deal. It’s not something you want to take half-heartedly. Any issues in the checkout area and your customers are going to go elsewhere in a matter of seconds.
You need to know who you’re working with, what payment gateways are best, and how many different options would be most effective for your customer base. Indeed, if you have a business that’s open to more than one country, you may need to provide region specific payment gateways to keep revenue coming in.
Depending on the product you’re offering, you may also need to consider payfac vs wholesale iso and what will be right for you. This is quite common in tech circles, especially if the software operates on a subscription model.
You should also consider the level of trust you’re operating with. Legitimate payment operators exist in many forms, but when they have a recognizable name, your customers are going to feel a lot better.
3. Responsiveness
Another element of your customer service experience, it’s best to get back to your customers within 24 hours of them submitting a query to you. If they’re on the phone or using an online chat, try to aim for within the hour at max.
You should also make your customers aware of when they’re likely to hear back from you, so they know when to expect a response. This can also free up your customer service desk and keep tickets from being resubmitted over and over again.
Are ruinous customer experience issues present in your operations? Double check the elements above to be sure.
